Call Center White Papers for 2005

These white papers for 2005are 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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2005 Whitepapers

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 Competitive Enterprise Institute

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