Call Center White Papers for 2010

These white papers for 2010 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

2010 Whitepapers

A New Model for Customer Engagement, presented by Interactive Softworks

ATA Survey: What Are Clients of Outsourcers Looking for Now?, presented by ATA and DialAmerica

The Call Center's Main Purpose is to Retain Customers, presented by Mike Desmarais of SQM Group

Case Study: Global Telecommunications Leader Uses Web Chat Solution, presented by Etech

Case Study: Micro-Targeted Delivery of Greetings and On Hold Messages, presented by AMS

Case Study and Boardroom Discussion on Attrition and BPO, by Professor Dibyendu Choudhury

The Cellular Telephone Business Model a World Away in Uganda, Africa, by Tom Sheridan

The Costs and Impact of Poor Voice Quality, presented by the Customer Experience Foundation

Customer Dynamics: Creating Value from Chaos, presented by Nice Systems

Disaster Planning Technical Notes, provided by Amtelco

Executive Guide to Contact Centre KPIs, presented by Inova Solutions

First Call Resolution: The Metric that Matters Most! presented by Mike Desmarais of SQM Group

HIPAA and HITECH Affects the Call Center, presented by ATSI

How Much Should You Spend on Agent Incentives, presented by Snowfly

Moving Metrics Into Action, presented by The Service Level Group

One and Done Call Resolution, presented by Mike Desmarais and Lara Pow of SQM Group

Overcoming the Challenges of Contact Center Home-Sourcing, presented by Inova Solutions

The Post-Recession Call Center, presented by Knowlagent

Privacy and Security in Cloud Computing, presented by the Brookings Institution

Quality Auditor Consistency, by Sam Thomas

Returning Contact Center Jobs to America, presented by Contact Centers of America

Scotland: A Hub for Business Process Outsourcing (BPO) Centers, by Danny Cusick

SIP-based Notification Systems, presented by Avaya

Six Surefire Ways to Improve Your Contact Center Efficiency, by Alexander Anoshin, BCS-IT

Technical Support Outsourcing Services: Can Your Company Benefit?, by Rob van Herpen, 5CA

Up to Your Assets in Technology? Time to Review Your Communications Portfolio, presented by Avaya

Why UC Implementations Fail and How to Avoid It, presented by Avaya