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.
The Power of One
Transforming customer experience in the new digital world. Download the latest whitepaper from Genesys “The Power of One”.
Click here to download the whitepaper
Best Practice for Customer Satisfaction Surveying white paper.
Bright UK, has released an extensive white paper focused on best practice for customer satisfaction surveying.
Click here to download the whitepaper
The Broadening of Contact Center Horizons
How can you transform customer service? Download the whitepaper from Genesys “The Broadening of Contact Center Horizons” to learn more about driving business value through every customer conversation
Click here to download the whitepaper
the 2013 Gartner Magic Quadrant Report for CRM Web Customer Service
eGain is positioned a leader in the 2013 Gartner Magic Quadrant Report for CRM Web Customer Service. They have made available a copy of the report.
Click here to download the report
Top 10 Ways To Improve Contact Centre Performance And Enable Proactive Customer Care
Whether you are a large, long established contact centre, or a small department-based, informal contact centre, Vocalcom believe there are a number of areas you need to focus on in order to improve and optimise performance and to enable proactive customer interactions – here are just ten.
Click here to view a copy of the white paper.
Proving and positioning contact centres as a corporate competitive advantage
As companies’ products and pricing get more alike, the importance of customer service as a competitive advantage increases exponentially. However where is our proof?
In this white paper, Bright focus on how to prove the links but also on the measures we need to put in place now, and adhere to over the years to come, to increase our contribution to business success.
White Paper: written by Bright UK Ltd.
Click here to view a copy of the white paper.
Cloud Deployment
In this paper, mplsystems look at shaping cloud contact around your requirements and discusses considerations around security, resilience and performance.
White Paper: written by mplsystems
Click here to download the white paper
Is complexity on the agent desktop killing customer experience?
In this paper, mplsystems look at some of the reasons why the agent desktop is so complex and some simple modifications that can help reduce response times.
White Paper: written by mplsystems
Click here to download the white paper
Social Media in Customer Service
In this paper, mplsystems loook at social media in customer service. It includes a five-step guide that explains how to make the most of your social media contact.
White Paper: written by mplsystems
Click here to download the white paper
A Practical Guide to Measuring Customer Satisfaction in the Contact Centre
In this paper, Interactive Intelligence examine why customer satisfaction and loyalty matters. The value of retaining customers is clear, and effectively measuring their satisfaction is critical to keeping them as loyal customers.
White Paper: written by Interactive Intelligence
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)
Tweet2 Oct 2012 - Filed under Technology , Bright UK Ltd, downloads, Genesys, Interactive Intelligence, mplsystems, Rostrvm, vocalcom, white paper
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Comments on: Call Centre White Papers
The link to the white paper “Managing Customer Emails – 10 Telltale Signs You Have Outgrown Microsoft Outlook” is wrong – it links to a different white paper “Five self service myths”. Please could this be fixed so that I can download the managing customer emails white paper?
Posted by Richard Coles — 21 Sep @ 3:53 pm
Richard
Well spotted. I’ll take a look when I get back from Expo.
Posted by admin — 21 Sep @ 8:06 pm
Hi Richard
Just to confirm that the link has now been directed to the correct white paper.
Thanks – Jo
Posted by jorobinson — 29 Sep @ 8:50 pm
I’m trying to locate a list of Outsource Providers/BPO that shows call centre presence by City / Country. Any suggestions?
Posted by Denise — 4 Mar @ 10:22 pm
Hi
The the link to the ‘Call Centre Best Practice’ white paper is not working.
Can this be fixed so I can access this document?
Cheers
Posted by Rob — 11 May @ 8:03 am
Hi Rob
Thanks for bringing this to our attention.
All of the links are working correctly now.
Thanks – Jo
Posted by jorobinson — 11 May @ 12:42 pm
Hello JO,
I am trying to find out how many calls a day a CSR can take, on average before they start quitting. Any ideas where I can find a paper or a study on that?
Posted by RobertS — 17 May @ 6:40 am
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