Call Centre White Papers

White papers represent a great way to read in depth about some of the issues facing call centres.

We have been scouting around for the white papers that provide interesting insights into the call centre world.

Making Online Chat Successful

In this paper, nGenera examine the components that make up the successful chat experience and provide guidelines to help you successfully implement chat in your company or through outsourcing.

White paper: written by nGenerea CIM

Click here to download the white paper

Opinion Piece – CRM has evolved

In this Opinion Piece, Ken Reid looks at the ways that CRM has evolved in the contact centre and asks if a new technique called Contact Point Management may not be more appropriate.

Opinion Piece: written by Ken Reid of Rostrvm

Click here to download the white paper (no registration required)

Call Centre Best Practice

Paul Weald looks at ways that Call Centre Managers can measure and apply best practice in their call centre operations

White Paper: written by Paul Weald of RXPerience

Click here to download the white paper (no registration required)

Pulling the plug on telecoms business continuity

Feeling confident that your business continuity plan covers everything?Then pull the plug on your telephone system and see what happens.

Opinion Piece: written by Graham Chick, chief executive, GemaTech.

Click here to download the white paper (no registration required)

So, What is a Virtual Call Centre?

Graham Chick takes a humourous look at Virtual Call Centres through theeyes of two successful owner operators of call centres in Ireland, who have been friends for years, sitting in a Dublin bar watching the world go by.

White Paper: written by Graham Chick, chief executive, GemaTech.

Click here to download the white paper (no registration required)

Is Offshoring just an excuse for brushing your call centre issues under the carpet?

Paul Weald looks at alternative strategies to relocating your call centre operations overseas and why cost-cutting Executives first need to consider call quality before making any decision to migrate their UK operations.

White Paper: written by Paul Weald of RXPerience

Click here to download the white paper (no registration required)

Pain Relief for Call Centres

Paul Weald looks at ways that Call Centre Managers can cope with increased levels of call demand – without having to increase resources – so that you can both protect your brand and also maintain the loyalty of your customers.

White Paper: written by Paul Weald of RXPerience

Click here to download the white paper (no registration required)

The seven habits of highly effective Contact Centres

Steven Covey’s best selling book, “The 7 Habits of Highly Effective People” has inspired many parallels in the field of business and organizational improvement. Call centres, too, could become significantly better at what they do by adopting the same principles as the book.

White Paper: written by eGain

Click here to download the white paper (no registration required)

Five self service myths

Self-service is “in” among businesses. In the quest for efficiency in customer care, customer service organizations are implementing aggressive self-service processes using web, internet, and phone technologies. Unfortunately, most such initiatives focus solely on departmental goals such as reduction of contact center interaction volume and neglect broader corporate objectives, jeopardizing the most valuable asset of an enterprise- the goodwill of existing customers.

White Paper: written by eGain

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Managing Customer Emails – 10 Telltale Signs You Have Outgrown Microsoft Outlook

Many businesses start out with an email client like Outlook to manage customer emails. As a personal email client, Microsoft Outlook helps you manage your emails effectively and increase your productivity. However, when it comes to handling growing volumes of customer email inquiries, Outlook fails to scale.

White Paper: written by eGain

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Mission-Critical Email Customer Service – 10 Best Practices for Success

Is it that hard to make email-based customer service work? This white paper, discusses 10 tried and tested ways of improving email interactions with customers. It focusses on achieving two key goals in email interactions: reducing response time, and improving quality. It also, not surprisingly, provides a checklist of capabilities to look for in an email management system.

White Paper: written by eGain

Click here to download the white paper

Management White Papers

Guide to Candidate Attraction, Management & Employee Retention

Whether your staff turnover is 50% or 5% you should constantly be assessing and improving your processes to recruit and retain your key resource – your staff.

This white paper uses results from a recent staffing survey. Provided by Cactus Recruitment.

Click here to download the white paper