Call Center White Papers for 2006

These white papers for 2006 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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2006 Whitepapers

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 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