Best Practices in Headset Management in Call Centers - By: Dr. Jon Anton
Best Practices in Headset Management in Call Centers - By: Dr. Jon Anton - There is much more money at stake when headset management is...$495.00
Call Center White Papers
These Contact Center White Papers represent a rich compilation of rigorous research and analysis conducted by Dr. Jon Anton, Professor and Director of Research at Purdue University's Center for Customer-Driven Quality, and other notable contact center industry professionals, addressing significant topics of importance that have emerged over the past decade within the Contact Center universe.
Each Contact Center White Paper is unsurpassed in the quality and depth of the investigative research undertaken. Our white papers are rich in content, presenting detailed findings, interpretations, contact center best practices, and conclusions accompanied by an array of graphs, charts, tables, and illustrations that every contact center professional and analyst will find invaluable and enlightening.
View our Contact Center White Papers below...
Best Practices in Quality Monitoring and Coaching - By: Dr. Jon Anton and Anita Rockwell
Best Practices in Quality Monitoring and Coaching - By: Dr. Jon Anton and Anita Rockwell - This ground-breaking research report by Dr....$495.00
Best Practices in Workforce Management and Workforce Optimization - By: Dr. Jon Anton and Dayne Petersen
Best Practices in Workforce Management and Workforce Optimization - By: Dr. Jon Anton and Dayne Petersen - The team of researchers from...$495.00
Call Center Benchmarking - By: Dr. Jon Anton and Stijn Spit
Call Center Benchmarking - By: Dr. Jon Anton and Stijn Spit - This paper will focus on the use and the importance of benchmarking in the...$100.00
Caller Identity Authentication in Call Centers: A Benchmark Study - By: Dr. Jon Anton
Caller Identity Authentication in Call Centers: A Benchmark Study - By: Dr. Jon Anton - Identity theft. Everyone's heard of it. Your...$100.00
Click-to-Talk Web Customer Service "A Business Case" - By: Dr. Jon Anton and Cory Gunderson
Click-to-Talk Web Customer Service "A Business Case" - By: Dr. Jon Anton and Cory Gunderson - This white paper reexamines the...$100.00
Combining Service Excellence with Profitability - By: Dr. Jon Anton
Combining Service Excellence with Profitability - By: Dr. Jon Anton - In today's challenging business environment, customer contact...$100.00
Consumer Preferences in Contacting Agencies - By: Dr. Jon Anton
Consumer Preferences in Contacting Agencies - By: Dr. Jon Anton and Miranda Volker - The purpose of this research is to give an overall...$100.00
Customer Lifetime Value Management: The Secrets of obtaining The Maximum ROI of CRM Technology - By: Dr. Jon Anton and Natalie Petouhoff
Customer Lifetime Value Management: The Secrets of obtaining The Maximum ROI of CRM Technology - By: Dr. Jon Anton and Natalie Petouhoff...$100.00
Email Customer Service in North American Small and Midsize Businesses - By: Dr. Jon Anton
Email Customer Service in North American Small and Midsize Businesses - By: Dr. Jon Anton - In recent years, online spending has grown...$100.00
Improving Agent Performance through Monitoring, Coaching, and Just-in-Time Training - By: Dr. Jon Anton and Scott Davis
Improving Agent Performance through Monitoring, Coaching, and Just-in-Time Training - By: Dr. Jon Anton and Scott Davis - The goal of...$100.00
Improving Call Center Performance Through Optimized Site Selection - By: Dr. Jon Anton, John Chatterley, Angel and Christo Tonchev, Mark Seeley and Jim Trobaugh
Improving Call Center Performance Through Optimized Site Selection - By: Dr. Jon Anton, John Chatterley, Angel and Christo Tonchev, Mark...$100.00
