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Research Center for Call Center Management and Software

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Building a World-Class Quality Assurance Program
Contact center customer service is an essential component in both customer relationship management and customer experience management. Firms who excel in providing customer service consistently...Read More
By: VPI | Published: 10/28/2010View all white papers by VPI
Understanding Visual User Interface Design
Controlling a machine by simply talking to it was science fiction only a short time ago. Until recently, this area was considered to be artificial intelligence. However, with advances in technology,...Read More
By: Pronexus Inc. | Published: 11/12/2010
Call Recording for Healthcare: Compliance Rules & Regulations for HIPAA, PCI and NACHA
Healthcare businesses are rapidly expanding call recording throughout their organizations to improve patient satisfaction and document patient related communications for compliance. Because of...Read More
SIP Trunking Benefits and Best Practices
Overview of SIP trunking: what is SIP trunking, what are the benefits, how to deploy, security. Issues, opportunities, solutions.
"Speech Analytics Made Simple"
In this paper we hope to demystify speech technology and turn the discussion toward pinpointing practical ways speech analytics can not only help you do your job better but shine the corporate...Read More
By: OnviSource, Inc | Published: 8/19/2010
Surviving and Thriving in a Challenging Market: How Customer-Centric Strategies Can Help FS Firms
Learn how financial services firms can use customer-centric strategies and CRM tools to maximize the value and loyalty of their client base, gain insight into new opportunities.
ERP (Enterprise Resources Planning) Comparison Guide
The ERP Comparison Guide shortens the time needed to purchase ERP software for companies looking to get their quarter off to a successful start! Begin accurately controlling costs, inventory and...Read More
Simulations Keep Employees at the Top of Their Game
Simulations have been proven to be efficacious across a myriad of professions and responsibility levels. This type of training and evaluation tool allows individuals to hone their skills; trying and...Read More
By: Employment Technologies Corporation | Published: 4/21/2010
Streamlining Governance, Risk, and Compliance (GRC) for Financial Services
Governance, Risk and Compliance (GRC) technologies have recently arisen out of the need for compliance created by section 404 of the Sarbanes-Oxley Act. These software platforms help firms organize...Read More
Nine Pitfalls to Avoid in Defining KPIs for the Contact Center
In this engaging and informative white paper, you’ll learn:

· Why KPIs determine what metrics you should use, and not vice-versa
· Why your search for better metrics should start in the...Read More
By: Symmetrics Business Intelligence Solutions | Published: 11/12/2010
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