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Answering Machine Detection: Aspect Software
This paper describes the Aspect Answer Machine Detection (AMD) operation of the Digital Communications Processor (DCP). Overview AMD accura… View
Assessing Call Centre Quality using the SERVQUAL Model
Investigative research into service quality in a call centre View
Back Office Process Management: Aspect Software
The Back-Office Staff Optimization Opportunity Contact centers and back-office departments are two of the most people-intensive functions in en… View
Benefits Survey 2011
Cactus Search Benefits survey View
Call Centre - Driving Customer Satisfaction - JD Power
View the White Paper presentation below; … View
Call Centre Working Conditions - The Sweatshop
Read this fascinating insight by following the link CC Working Conditions Has any thing changed today? Written by award winning call centre… View
Clients Guide to Outsourcing (DMA)
In recent years, the UK’s telemarketing industry has been asking whether it has a future. Industry telemarketing practice has been variable a… View
Connecting to the Empowered Customer: Aspect Software
How the right customer strategy can help companies succeed in the age of the empowered consumer Executive Summary Consumers have more power… View
Consumer Satisfaction Benchmarking Report 2013: Aspect Software
38 per cent of complaints made to public sector organisations within the last year were unresolved, according to new research* into citizen satisfa… View
Contact Center: The Logical Starting Point for Every Unified Communications (UC) Strategy: Aspect Software
Chances are your company is in the midst of deploying its unified communications (UC) strategy and your IT department is working hard to deploy new… View
Contact Centre Best Practice (DMA)
Excerpt content from this best practice report. Read the full best practice white paper below; … View
Contact Centre Intelligence and KPIs: Aspect Software
Leveraging Performance Optimisation to Help Achieve Corporate Objectives During the past decade or so, companies have had to shift the way they… View
Contact Centre Performance Optimisation for Outbound Collections and Telemarketing: Aspect Software
All contact centers face a common and continual challenge – how to best maximize staff performance without needing to add headcount when call… View
Controlling Contact Centre Chaos with Unified Communications (UC): Aspect Software
Anyone running a contact center is already well aware of the need to provide multiple channels of communication to their customers. For years, ever… View
Data & Information Security: Aspect Software
The headlines are full of stories about organizations that have somehow compromised the security of the information used in their business operatio… View
Disaster Recovery Insight: Aspect Software
Disaster Recovery – Is Your Contact Center Prepared? With networks airing dramatic and disturbing scenes of inundated Gulf Coast cit… View
Eight Essential Steps to Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness: Aspect Software
For years, the goal of the contact center has been to operate efficiently, keeping costs as low as possible. During the recent economic downturn, c… View
EQM and the Impact on First Contact Resolution (FCR)
Contact center leaders are deluged with different Customer Relationship Management (CRM) solutions that promise to reduce costs, heighten customer … View
First Call Resolution (FCR) Knowledge Exchange: Panviva
Call centres are much maligned by the public, and those of us involved in running them may feel that this is unfair. However, I’m sure we can… View
First Call Resolution (FCR): its Measurement and Impact: Convergys
We’ve all heard the naming conventions: “Get it right the first time,” “one and done,” “first call does it all.… View
First Call to First Contact (FCR): Measuring the End-to-End Customer Experience
In today’s tough economic climate, smart companies are trying to maximize the value from existing customers. Even in good times, acquiring ne… View
First Contact Resolution (FCR) - Opinion
Numerous metrics have been used over many years to determine the overall performance levels of the contact centre. These have included average hold… View
First Contact Resolution (FCR): The Performance Driver: McGarahan & Assoc
Today’s demanding service environment requires Service Leaders to deliver cost-effective, quality services that meet the dynamic needs o… View
Five Ways to Optimise Your Workforce for Customer Contact in the Social Media Market Place: Aspect Software
How do organisations compete in the social media saturated, mobile marketplace? The challenge is to interact with customers more flexibly and effic… View
Forecasting Demand for a Telephone Call Center: Analysis of Desired versus Attainable Precision
An Excellent research thesis View
Four Reasons Proactive Customer Care Means Customer Loyalty: Aspect Software
Too often contact centers are seen purely as cost centers. When companies bring down contact resolution time they push up agent productivity and sa… View
Global Contact Centre Benchmarking Briefing Report for the CCMA 2012
A presentation briefing for the 2012 report View
Global Contact Centre Benchmarking: Summary Report 2012: Dimension Data
The 15th Year of the Global Benchmarking report View
Guide to Resource Planning
The Cactus Search beginners guide to resource planning View
How Energy Companies Can Improve Customer Satisfaction: Aspect Software
How energy companies can improve customer satisfaction in target areas by listening more effectively to deliver rapid and maximum effectiveness. … View
Improving First Call Resolution (FCR): Upstream Works
A large number of organizations have heard about First Call Resolution. However, it seems to be a peripheral concern as they look to increase call … View
Integrated vs. Unified (UC): Five Reasons Why Contact Centres Must Get Unified; Aspect Software
Imagine your contact center as a jigsaw puzzle, but each of the pieces has been provided by a different puzzle maker. One created the automatic cal… View
Mastering First Contact Resolution (FCR) with Analytics: VPI
One of the best things you can do for your customers and for your company when providing customer support is to answer their questions and fix thei… View
Net Promotor (NPS) US Consumer Benchmarking Charts 2013 - Satmetrix
NPS Consumer Scores (US) View
Obsolescence of CTI against Unified Communications (UC): Aspect Software
Contact center technology is ever evolving to meet the rapidly changing demands of consumers and businesses. Computer telephony integration (C… View
Open Standards in the Contact Centre: Why You Should Care: Aspect Software
SIP...HTML...VoiceXML...SOAP... You hear these acronyms and many more bandied about with great frequency. But what do they really mean and why shou… View
Optimising the Collections Process: Aspect Software
Consumer debt has ballooned to record levels, topping $11 trillion in the U.S.1 A rising number of consumers face a precarious balancing act, force… View
Performance Improvement through Effective Quality Monitoring
Call quality monitoring to improve performance View
Performance Optimisation: Aspect Software
If your operations are comparable to those of the typical multi-channel contact center, you’re currently spending 60 to 70 percent of your bu… View
Productivity ACD Reporting Matrix
The document provides an overview of the key productivity measures View
RightNow CX Cloud Service: Oracle
Best Practices for Improving First Contact Resolution (FCR) in the Contact Centre View
Salary Survey 2011
Research undertaken by industry leaders Cactus search View
Salary Survey 2012
Research undertaken by Industry leaders Cactus Search View
Salary Survey 2013
Research undertaken by industry leaders Cactus Search View
Salary Survey 2015
Research undertaken by PSD Group for customer contact View
Schedule Adherence ACD Reporting Measures
Provides an overview of the Key adherence measures to monitor View
Seven Things to Consider When Developing a Unified Communications Strategy: Aspect Software
To boost competitiveness and improve business performance in today’s global environment, more and more enterprises are turning to Unified Com… View
Telephony ACD Reporting Measures & KPIs
Provides an overview of key telephony reporting measures View
Ten Secrets to Boosting First Call Resolution (FCR)
In a challenging economic environment, holding on to existing customers is just as important as attracting new ones. Customer retention is one of m… View
The Bradford Factor - Beating the Sickie
View the The Bradford Factor on tackling attendance. … View
The Future of Outbound is Precision Dialling: Rostrvm Solutions
How to optimise your outbound contact activities View
The Ultimate Telemarketing Guide
A telemarketing guide with helpful hints View
Top Three Strategies for Improving First Call Resolution (FCR): Jacada
Are you struggling to measure or improve FCR? You’re not alone. Despite its importance, it is nearly the hardest metric to measure accurately… View
Why Multichannel Contact Centres Need a Dialler: Rostrvm Solutions
Balancing customer choice, customer service and cost The contact centre’s purpose has changed from transactional activity to one where yo… View
Workforce Management to Workforce Productivity: Aspect Software
If your company wants to remain competitive, then your contact center has to go beyond cost savings and become a revenue contributor. The tradition… View