2009
Whitepapers
Aligning WFM with Corporate Goals for
Maximum Strategic Value, A Frost & Sullivan Whitepaper
The Benefits of Onshore Outsourcing are
off the Charts, submitted by MapleWorks
Building
Blocks for a Solid At-Home Agent Program, presented by Knowlagent
Case Study:
WFM in Golfsmith International's Call Center, presented by GMT
Corporation
Case Study:
Workforce Management Software at World Travel Holdings, presented by GMT
Corp.
Communications in a Difficult Economy, by S Tressa Brophy, Siemens
Enterprise Communications
Contact
Centers, Can You Hear the Voice of the Customer? By Paul Anderson,
Sword Ciboodle
Cost
Reduction Methods in the Call Center 2009, presented by Knowlagent
Cultural
Affinity and Multilingualism with Offshore Call Centers, by Ossama Nazmi of Xceed
Customer Centricity Why Now More Than
Ever! by Dick Bucci, The Pelorus
Group
Customer-Focused Self-Service Not an Oxymoron, by Mayur Anadkat and Max
Ball, Genesys Labs
Dashboard
Design for Real-Time Situation Awareness, by Stephen Few, sponsored by
Inova Solutions
Designing
Country Operating Models for Global Customer Service: Mexico, by Cushman
& Wakefield
Efficient and Effective Contact Center
Growth, by Theresa Hull-Clarke and Rick Glew
Improving Agent Productivity with
Closed-Loop Coaching, by Richard Bucci, The Pelorus Group
Is the Call
Center Industry on the Cusp of a Paradigm Change?, Dennis Adsit
interview
Research on
Current Contact Center Operational and Investment Practices, presented
by Nice
Service
Provider Actions For Greater Efficiency, Lower Costs, and Increased
Performance, by Amdocs
Seven Strategies to Improve Your Headset
Return on Investment, NuVo
Communications
Staying
Afloat in a Sinking Economy: A Call Center Manager's Survival Guide, by
Inova Solutions
Walk in Your Customer's Shoes: Use Perspective
Taking to Create a Client-Centric
Organization, Aon
Workforce
Optimization: How to Up Efficiencies in a Down Economy,
By Bill Durr, Verint
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