White Papers

These white papers are presented by call center experts, vendors, and industry participants and made available to you for the overall benefit and enhancement of the call center industry.  For easy viewing or printing, they are presented as PDF files:

New!

Customer-Focused Self-Service Not an Oxymoron, by Mayur Anadkat and Max Ball, Genesys Labs

Workforce Optimization -- How to Up Efficiencies in a Down Economy, By Bill Durr, Verint

Service Provider Actions For Greater Efficiency, Lower Costs, and Increased Performance, by Amdocs

7 Strategies to Improve Your Headset Return on Investment, Melissa Vokoun, NuVo Communications

Staying Afloat in a Sinking Economy: A Call Center Manager’s Survival Guide, by Inova Solutions

Case Study: Workforce management software at World Travel Holdings, presented by GMT Corp.

Communications in a Difficult Economy, by S Tressa Brophy, Siemens Enterprise Communications

Dashboard Design for Real-Time Situation Awareness, by Stephen Few, sponsored by Inova Solutions

2009

2007

2006 Customer Experience Management Study, presented Strativity Group, Inc.

2007 Call Center Salary Report, submitted by M.E.R. Inc

Best Practices for Implementing a Home-Based Servicing Solution by Jack Beldon

Business Continuity Disaster Recovery by Hari Krishnan, F5 Networks

Call Center Success Story: Groupama Migrates to IP Environment, submitted by Genesys

Calling All Alternative Payment Options by Marwan Forzley, MODASolutions

Case Study: Call Center Outsourcer Grows Business Subscriber Base presented by TMone

Case Study: Vodafone Optimizes Agent Scheduling with Workforce Management presented by IEX

Consumer Survey 2007: USA Results and Global Results, submitted by Genesys

Consumer Survey 2006: USA Results and Global Results, submitted by Genesys

Contact Center Case Study: SMT Makes The Call With Voice Broadcast Technology by Steve Adams

Country Home Products Drives Customer Service and Efficiency with GMT Planet presented by GMT

Data Security Standards for Call Centers by Jim Beuoy, OKS-Ameridial Worldwide

Direct Marketing's Missing Link: The Elusive First-Time Caller by Paul McConville, TARGUSinfo

Five Most Common Telemarketing Compliance Challenges by Ken Sponsler, PossibleNOW, Inc

Four-Question Surveys: Short and Dangerous by Dr. Jodie Monger

Offshore Call Centers Face Compliance Challenges by Ryan Thurman, Contact Center Compliance

Performance Management Software Helps Optimize Contact Center presented by Yankee Group

Putting the Human Element Back Into Customer Care, by Andre Angel, NTRglobal

QA from the Inside by Howard Lee

ROI: Measuring the Bottom Line on Your Soft Skills Training Investment, by Service Strategies

Searching for the Perfect CRM, by Ike Mitchell & Jeffrey Howard

Stop Delaying That Vacation, by Harprit Singh

Survey Results Reveal Top Priorities for Customer-Centric Enterprises, submitted by Verint

Toll-Free Numbers In Radio Advertising, presented by 800response

Unlocking the Potential of Virtual Contact Centers, submitted by Exony

The US Contact Center: Operational Review, Executive Summary, submitted by ContactBabel

Work Force Management Selection Case Study presented by GMT

Voice Biometrics: Natural and Cost-Effective Method of Authentication, Ziv Barzilay, CellMax Systems

2006

The 2005 Year in Review…and Plan for the Future by Dr. Jodie Monger

Acoustic Shock In Headset Wearers: The Medical and Legal View by Paul Jenkins

Acquiring New Clients by Telling Them About You! by Steven Berner

The Alston Tascom Workforce Management Application presented by Alston Tascom

Anatomy of a VoIP Attack by Brendan Ziolo

Customer Experience Management Study presented by Strativity

Doing More with Less: Next-Generation Strategies and Best Practices for Customer Service presented by eGain

Effecting Behavioral Change presented by SupportPoint

Five Steps to Building a Skill and Knowledge Profile for Your Support Center by Ben Stephens

The Guide to Headset Management presented by Nomadtrack

Implementing Remote Agents presented by Alston Tascom

IP Predictions for 2006 by Jeff Pulver

Knowledge Management for Contact Centers and Help Desks presented by eGain

Leading Technical Professionals presented by BlessingWhite

Managing Customer Emails presented by eGain 

Maximize your ROI on Contact Center Surveying by Dr. Jodie Monger

Open Source Telephony by J Arnold & Associates

Outsourcing the Outsourcing: The Importance of Selecting the Right Vendor by Jeffrey A. Milberg 

Peer into Your Customer's World presented by ClickFox

Performance Management: Timely Information to Drive Results presented by IEX Corporation

Presence-Aware Tools for the Contact Center by Ross Sedgewick

Real-time Survey Alerts by Dr. Jodie Monger

Seven Critical Design Elements of Effective Contact Centers presented by Interior Concepts

SIP: More Features, Fewer Costs presented by CPT International

Stop Delaying That Vacation by Harprit Singh, Intellicomm

Tapping the Web's Self-Service Potential by D. Blake Cahill

Telescan Workforce Management Tools presented by Telescan

TravelClick Call Center Case Study presented by IEX Corporation

Vegas.com Bets on IP Telephony presented by SOS

2005

Best Practices in Up-Selling and Cross-Selling presented by BenchmarkPortal

Call Center Employee Satisfaction and Customer Satisfaction Link presented by Manpower

Case Study: Expedia.com presented by NetReflector

Communications without Commissions presented by

Contact Center Process Improvement presented by Merced

Customer-Driven Coaching Yields a Higher ROI presented by Customer Relationship Metrics

Customer Driven Training by Dr. Jodie Monger

Data-Driven Management and Transformation presented by Merced

The Economics of Customer Relationship presented by Strativity Group

Email Delivery of VoIP Voicemail presented by GotVoice

From Touchtone to Speech presented by Pronexus

Hosted Services Case Study presented by The Amanda Company

How to Prepare for Any Negotiation Session by John Patrick Dolan

Managing the Productivity and Costs of the Employee Job Life Cycle by Greg Borton

Message Taking System Screen Shots presented by Connections Magazine

Offshore Versus Onshore Outsourcing presented by 24/7 Customer

OPEX Case Study: Facilitating the Competitive Advantage by Amanda Portal

An Outsourcing Model on Steroids presented by Opportunity Inc.

Passionate Employees: The Fast Track to Revenue Growth by Lior Arussy

Proving your Contact Center's Value by Dr. Jodie Monger

A Question of Execution presented by Strativity Group

Smart Marketing for 2005 by Carolyn West Price

Stop Sending Jobs Overseas presented by Almond Hill Enterprises

We Cannot Wait to Measure the Customer Experience by Drs. Jodie Monger and Cherie Keen

Web-based Appointment Setting Solutions presented by Time Trade

Weighing Productivity-Quality to Assess Performance presented by NetReflector

2004

Achieving Help Desk Excellence with Customer Satisfaction Measurement by Bob Gale

Agent Level Feedback by Dr. Jodie Monger

Case Study: Sparks Health System presented by Amcom Software

Case Study: Fort Stewart/Hunter Army Airfield presented by Amcom Software

First Call Resolution by Dr. Jodie Monger

Homeland Alert Notification and Deployment System presented by Exacom

How to Manage a Contract in China by Camille Schuster

How to Maximize Your Customer Feedback Program by Dr. Jodie Monger

If You Could Only Attend One Seminar A Year by Marlene Lancaster

The Offshoring of Teleservices: Opportunities and Macroeconomics in Developing Countries a Master's Thesis by R H Zielinski

Oracle Corporation Case Study presented by Amcom

Proper Telecom Equipment Practices presented by CTPX Telecommunications Inc

Quality Measurement Methods by Dr. Jodie Monger

Savvy Voice Logger Buyers Ask Hard Questions presented by VoiceLogger

Scheduling Through Staffing Credits -- A Proactive Staff Scheduling Theory by Fahim Khan

The Startel Voice Processor presented by Startel Corporation

Survival of the Fittest presented by Call Compliance, Inc

Text Chat: Turning Talk into Action presented by Digitas

Why International Outsourcing Makes Sense presented by Digitas

Websense Enterprise: Combat Threats of Employee Internet Misuse presented by Websense

Who Dialed 911?: A Look at Issues Surrounding Enhanced 911 presented by Xtend

Wireless Text Messaging by Brian Gilmore

2003

2002 NAEO Wage and Benefit Survey by Peter DeHaan

Call Center Salary Survey presented by MER

Call Center Staffing Case Study presented by TruStar Solutions

A Case for Managed VoiceXML Solutions presented by BeVocal

Dangerous Interpretations: Improper Survey Methods by Dr. Jodie Monger

Evolution "Talk-To-Me" Speech Recognition presented by Alston Tascom

Finally a Simple Way to Deploy a Customer Contact Center presented by White Pajama

A Guide to Moving Customer Service Offshore presented by i-Vantage

The Industry in Numbers presented by Almond Hill Enterprises

Managing Satisfaction from the Contact Center Seats by Dr. Jodie Monger

Managing Small Call Centers presented by ICMI

Motivate Your CSRs with Real-time Customer Letters by Dr. Jodie Monger

Remote Agent Stations Case Study presented by MASCO Services Inc

Revolutionizing the Way We Communicate presented by CenturiSoft and Phone and Wireless

Sample Business Associate Agreement (BAA) for HIPAA by Chris Bell (Microsoft Word document)

Six Sigma Your Call Center by Dr. Jodie Monger

The Trouble with Medical Messaging Service presented by NeedMyDoctor

What is Six Sigma presented by Brynmor Associates LLC

Workforce Management Software presented by Symon Communications

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