All resources sponsored by:

Calabrio, Inc.

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The City of Vancouver's Information Services Grows to Better Meet Needs of Employees and Residents
sponsored by Calabrio, Inc.
CASE STUDY:The call center for the City of Vancouver's 3-1-1 line (city information services) was experiencing a 20 percent year-over-year call volume growth rate. They needed a way to handle the increased call volume, without sacrificing quality service or employee satisfaction.
Posted: 09 Apr 2014 | Published: 09 Apr 2014
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The Time Is Now: Workforce Optimization Becomes Reality for the Small-to-Medium Sized Contact Center
sponsored by Calabrio, Inc.
WHITE PAPER:This resource describes how workforce optimization (WFO) technologies are transforming contact centers in small to midsize businesses (SMBs).
Posted: 08 Apr 2014 | Published: 31 Jul 2013
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Innovating in the Contact Center: Why Settle for Good When You Can Be Better?
sponsored by Calabrio, Inc.
WHITE PAPER:In this white paper, discover how to optimize your contact center processes with the help of new interaction channels such as social media, and make the most of interaction data to learn more about your customers and your company.
Posted: 07 Apr 2014 | Published: 31 Dec 2013
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Three Tips for Measuring Voice in the Sea of Big Data
sponsored by Calabrio, Inc.
WHITE PAPER:This resource explores why the contact center has remained a highly untapped source of customer insight, explains how recent advances are giving organizations the power to analyze voice interactions, and counts down three essential success factors that you should consider.
Posted: 03 Apr 2014 | Published: 03 Apr 2014
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Speech Analytics: Best Practices for Analytics-Enabled Quality Assurance
sponsored by Calabrio, Inc.
WHITE PAPER:This white paper provides tips and best practices for succeeding with speech analytics and using it to enhance your quality assurance (QA) process.
Posted: 12 Apr 2012 | Published: 12 Apr 2012
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Making WFM Work: Best Practices and ROI Model
sponsored by Calabrio, Inc.
WHITE PAPER:There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
Posted: 31 Jan 2012 | Published: 24 Jan 2012
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Speech Analytics - The Power of Simplicity
sponsored by Calabrio, Inc.
WHITE PAPER:This overview examines the power of Speech Analytics technology to extend resources and expand knowledge.
Posted: 23 Jun 2011 | Published: 23 Jun 2011
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Making WFM Work: Best Practices and ROI Model
sponsored by Calabrio, Inc.
WHITE PAPER:There has been tremendous innovation in contact center WFM over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
Posted: 22 Jun 2011 | Published: 22 Jun 2011
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Building a Business Case for your Next-Generation QA Solution
sponsored by Calabrio, Inc.
WHITE PAPER:This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution.
Posted: 21 Jun 2011 | Published: 21 Jun 2011
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Speech Analytics: The Simple Definition
sponsored by Calabrio, Inc.
WHITE PAPER:What is "Speech Analytics," exactly, and why is it important? Find out how the latest wave of Speech Analytics offerings are used in call center communication today and what the benefits are.
Posted: 20 Jun 2011 | Published: 20 Jun 2011
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