Featured White Papers

Answering Machine Detection: Aspect Software

This paper describes the Aspect Answer Machine Detection (AMD) operation of the Digital Communications Processor... 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... View

Benefits Survey 2011

Cactus Search Benefits survey View

Call Centre Working Conditions - The Sweatshop

Read this fascinating insight by following the link CC Working Conditions Has any thing changed today? Written... View

Consumer Satisfaction Benchmarking Report 2013: Aspect Software

38 per cent of complaints made to public sector organisations within the last year were... 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... View

Contact Centre Intelligence and KPIs: Aspect Software

Leveraging Performance Optimisation to Help Achieve Corporate Objectives During the past decade or so, companies have... 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... 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... View

Data & Information Security: Aspect Software

The headlines are full of stories about organizations that have somehow compromised the security of... View

Disaster Recovery Insight: Aspect Software

Disaster Recovery – Is Your Contact Center Prepared? With networks airing dramatic and disturbing scenes of inundated... 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... View

First Call Resolution (FCR) Knowledge Exchange: Panviva

Call centres are much maligned by the public, and those of us involved in running... 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,”... View

First Contact Resolution (FCR) - Opinion

Numerous metrics have been used over many years to determine the overall performance levels of... 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... 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... 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... View

Improving First Call Resolution (FCR): Upstream Works

A large number of organizations have heard about First Call Resolution. However, it seems to... 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... 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... 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... View

Optimising the Collections Process: Aspect Software

Consumer debt has ballooned to record levels, topping $11 trillion in the U.S.1 A rising... View

Performance Improvement through Effective Quality Monitoring

Call quality monitoring to improve performance 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 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... View

Telephony ACD Reporting Measures & KPIs

Provides an overview of key telephony reporting measures View

The Future of Outbound is Precision Dialling: Rostrvm Solutions

How to optimise your outbound contact activities 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... 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... View

Workforce Management to Workforce Productivity: Aspect Software

If your company wants to remain competitive, then your contact center has to go beyond... View

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