Call Center White Papers for 2003

These white papers for 2003are 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.

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2003 Whitepapers

2002 NAEO Wage and Benefit Survey by Peter DeHaan

Amcom's Answering Service Solution, presented by Amcom

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

Infinity On-Call Scheduling, presented by Amtelco

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