Call Center White Papers for 2007
These white papers for 2007 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.
View: All
Whitepapers,
2012, 2011,
2010,
2009,
2008,
2007,
2006,
2005,
2004,
2003
2007
Whitepapers
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 First Call
Resolution Guide, by Donna Fluss, DMG Consulting
Call Center Success Story: Groupama
Migrates to IP Environment, submitted by Genesys
Call Evaluations Help
Lillian Vernon Get Its Upsell Program Down Pat by Howard Lee
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, Ameridial Inc
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
The Great Call Center Debate: India
vs. the Philippines, by Chris Repholz, Zenta
Improving Customer
Satisfaction with Blended Experiences, by Vijai Shankar, Genesys
Making your Contact
Center a Strategic Weapon, by Jim Rembach, Customer Relationship Metrics
Offshore Call Centers Face Compliance
Challenges by Ryan Thurman, Contact Center Compliance
Outsourced Customer Care M&A Report -
Summary, submitted by Baird Investment Banking
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
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
View: All
Whitepapers,
2012, 2011,
2010,
2009,
2008,
2007,
2006,
2005,
2004,
2003
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