Call Center Outsourcing

WHITE PAPER: One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.

Posted: 10 Oct 2012 | Published: 10 Oct 2012

WHITE PAPER: To avoid fines and meet an upcoming compliance deadline, call centre services provider, RESPONSE (Building Rewarding Relationships), needed to improve security. Read this paper to learn how the organisation secured an easily installed and managed security solution that could also be deployed in time to meet the looming deadline.

Posted: 18 Jul 2012 | Published: 16 Jul 2012

WHITE PAPER: This quick guide will identify some of the most popular metrics that you should be measuring, look at ways in which you can measure them, and how to utilize these measures to improve your service delivery.

Posted: 19 Jul 2011 | Published: 19 Jul 2011

WHITE PAPER: Access this white paper to learn how to build an operational FCR program without sacrificing your budget.

Posted: 26 Apr 2012 | Published: 26 Apr 2012

WHITE PAPER: While moving to an IP phone system will bring great advantages, the more options, features, functions and capabilities that are available, the more decisions the buyer has to make. That makes it crucial to thoroughly understand your needs before you buy. In this guide are seven steps to help in that process.

Posted: 16 Aug 2010 | Published: 16 Aug 2010

WHITE PAPER: Help desk managers servicing large mobile workforces, such as remote employees and workers on the road, face significant challenges. This white paper will examine key IT help desk challenges and reveal the many advantages of customer-centric remote support.

Posted: 07 May 2009 | Published: 01 May 2008

WHITE PAPER: How can support reps quickly solve problems when they reach a dead end? Is there an easy way to bring experts into a support session without hindering the customer experience? This white paper will examine key customer support challenges and reveal the many advantages of collaborative remote support.

Posted: 01 Dec 2010 | Published: 30 Nov 2010

WHITE PAPER: This white paper provides tips and best practices for succeeding with speech analytics and using it to enhance your quality assurance (QA) process.

Posted: 12 Apr 2012 | Published: 12 Apr 2012

WHITE PAPER: Organizations can obtain and analyze feedback from a department, region, branch, or most importantly, an individual employee.

Posted: 05 Mar 2008 | Published: 04 Mar 2008

WHITE PAPER: This paper will help you find this crucial balance between financial efficiency and customer experience with 5 IVR best practices to help you ensure satisfaction all around. These methods have been developed by call center experts with years of experience in the call center space. Read on to learn about the top 5 ways to make IVR work for you.

Posted: 22 Sep 2010 | Published: 22 Sep 2010