2011 Call Center Whitepapers

These whitepapers 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.  (Learn how to submit your whitepapers.)

View: All Whitepapers, 2012, 2011, 2010, 2009, 2008, 2007, 2006, 2005, 2004, 2003

2011 Whitepapers

Building an Effective Business Case for a Call Quality Management Suite, presented by Amcom

Call Recording Guide to PCI DSS Compliance, by Pelorus Associates, compliments of VPI

Can Outsourcing Stabilize Your Debt Management Performance? presented by Transcom

Capital Health: Turning Patient Appointment No Shows into a Hospital-Wide Benefit, by 1Call/Amtelco

Case Study: Market Intelligence Services, presented by Etech, Inc.

Case Study: Quality Assurance Services, presented by Etech, Inc.

Contact Center Shrinkage Survey, presented by Knowlagent, Inc.

Cross-Channel Interaction Analytics: Moving from Dream to Successful Reality, presented by Nice

Eleven Communications Trends for 2011, presented by Avaya

Five Trends Making News and Driving Change in Contact Centers, presented by Avaya

Quality Assurance 2.0: The Rebirth of Contact Center QA, presented by Voice Print International

Records Management with Google Apps, submitted by RecMan Inc.

Speech Analytics Made Simple, presented by Onvisource

Three Myths Standing in the Way of Agent Productivity, submitted by Knowlagent

Top 10 Best Practices for Improving FCR, by Mike Desmarais, SQM Group

Using Training to Achieve Enterprise Goals, present by Knowlagent and DMG Consulting

Voice of the Customer: Performance Management System, by Mike Desmarais, SQM Group

What do Contact Center Employees Really Want for Incentives, by Robert Cowen, Snowfly Incentives

Winning on Two Fronts: How outsourcing can win the battle to build value, reduce costs, Transcom