Call Center White Papers for 2004

These white papers for 2004 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.

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2004 Whitepapers

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