Best Practices in Headset Management in Call Centers - By: Dr. Jon Anton - There is much more money at stake when headset management is neglected than busy call center leaders might realize. Learn more about effective headset management - especially as it pertains to headset: selection, usage, budget, maintenance, and replacement. This study was sponsored by Plantronics.
Price: $495.00

Best Practices in Headset Management in Call Centers - By: Dr. Jon Anton - There is much more money at stake when headset management is neglected than busy call center leaders might realize. Learn more about effective headset management - especially as it pertains to headset: selection, usage, budget, maintenance, and replacement. This study was sponsored by Plantronics.
Price: $495.00

Best Practices in Headset Management in Call Centers - By: Dr. Jon Anton - There is much more money at stake when headset management is neglected than busy call center leaders might realize. Learn more about effective headset management - especially as it pertains to headset: selection, usage, budget, maintenance, and replacement. This study was sponsored by Plantronics.
Price: $495.00

Best Practices in Headset Management in Call Centers - By: Dr. Jon Anton - There is much more money at stake when headset management is neglected than busy call center leaders might realize. Learn more about effective headset management - especially as it pertains to headset: selection, usage, budget, maintenance, and replacement. This study was sponsored by Plantronics.
Price: $495.00

Best Practices in Quality Monitoring and Coaching - By: Dr. Jon Anton and Anita Rockwell - This ground-breaking research report by Dr. Jon Anton and Anita Rockwell examines both current conventional wisdom and innovative best practices and comes to some surprising conclusions about the best way to manage the vital monitoring and coaching functions. By putting the customer at the center of the paradigm, innovative companies and vendors have pioneered new processes and technologies that make these functions less adversarial, more effective, and ultimately more value-building for the enterprise.
Price: $495.00

Best Practices in Quality Monitoring and Coaching - By: Dr. Jon Anton and Anita Rockwell - This ground-breaking research report by Dr. Jon Anton and Anita Rockwell examines both current conventional wisdom and innovative best practices and comes to some surprising conclusions about the best way to manage the vital monitoring and coaching functions. By putting the customer at the center of the paradigm, innovative companies and vendors have pioneered new processes and technologies that make these functions less adversarial, more effective, and ultimately more value-building for the enterprise.
Price: $495.00

Best Practices in Quality Monitoring and Coaching - By: Dr. Jon Anton and Anita Rockwell - This ground-breaking research report by Dr. Jon Anton and Anita Rockwell examines both current conventional wisdom and innovative best practices and comes to some surprising conclusions about the best way to manage the vital monitoring and coaching functions. By putting the customer at the center of the paradigm, innovative companies and vendors have pioneered new processes and technologies that make these functions less adversarial, more effective, and ultimately more value-building for the enterprise.
Price: $495.00

Best Practices in Quality Monitoring and Coaching - By: Dr. Jon Anton and Anita Rockwell - This ground-breaking research report by Dr. Jon Anton and Anita Rockwell examines both current conventional wisdom and innovative best practices and comes to some surprising conclusions about the best way to manage the vital monitoring and coaching functions. By putting the customer at the center of the paradigm, innovative companies and vendors have pioneered new processes and technologies that make these functions less adversarial, more effective, and ultimately more value-building for the enterprise.
Price: $495.00

Best Practices in Workforce Management and Workforce Optimization - By: Dr. Jon Anton and Dayne Petersen - The team of researchers from BenchmarkPortal and Purdue University's Center for Customer-Driven Quality have focused, once again, on your most vital resource: YOUR PEOPLE. Study Findings include: What are the impact factors in best practice companies, Workforce Optimization Cycle and Components, Forecasting and Scheduling Alternatives , Workforce Management Roles & Responsibilities, Workforce Management Metrics, and Developing Optimal Schedules.
Price: $495.00

Best Practices in Workforce Management and Workforce Optimization - By: Dr. Jon Anton and Dayne Petersen - The team of researchers from BenchmarkPortal and Purdue University's Center for Customer-Driven Quality have focused, once again, on your most vital resource: YOUR PEOPLE. Study Findings include: What are the impact factors in best practice companies, Workforce Optimization Cycle and Components, Forecasting and Scheduling Alternatives , Workforce Management Roles & Responsibilities, Workforce Management Metrics, and Developing Optimal Schedules.
Price: $495.00

Best Practices in Workforce Management and Workforce Optimization - By: Dr. Jon Anton and Dayne Petersen - The team of researchers from BenchmarkPortal and Purdue University's Center for Customer-Driven Quality have focused, once again, on your most vital resource: YOUR PEOPLE. Study Findings include: What are the impact factors in best practice companies, Workforce Optimization Cycle and Components, Forecasting and Scheduling Alternatives , Workforce Management Roles & Responsibilities, Workforce Management Metrics, and Developing Optimal Schedules.
Price: $495.00

Best Practices in Workforce Management and Workforce Optimization - By: Dr. Jon Anton and Dayne Petersen - The team of researchers from BenchmarkPortal and Purdue University's Center for Customer-Driven Quality have focused, once again, on your most vital resource: YOUR PEOPLE. Study Findings include: What are the impact factors in best practice companies, Workforce Optimization Cycle and Components, Forecasting and Scheduling Alternatives , Workforce Management Roles & Responsibilities, Workforce Management Metrics, and Developing Optimal Schedules.
Price: $495.00

Call Center Benchmarking - By: Dr. Jon Anton and Stijn Spit - This paper will focus on the use and the importance of benchmarking in the United States call center industry, and will address the following questions: 1. What is benchmarking? 2. What areas can call centers focus on to conduct a benchmark? 3. How can call centers use internal benchmark data? and 4. How can call centers conduct a benchmark study of their own?
Price: $100.00

Call Center Benchmarking - By: Dr. Jon Anton and Stijn Spit - This paper will focus on the use and the importance of benchmarking in the United States call center industry, and will address the following questions: 1. What is benchmarking? 2. What areas can call centers focus on to conduct a benchmark? 3. How can call centers use internal benchmark data? and 4. How can call centers conduct a benchmark study of their own?
Price: $100.00

Call Center Benchmarking - By: Dr. Jon Anton and Stijn Spit - This paper will focus on the use and the importance of benchmarking in the United States call center industry, and will address the following questions: 1. What is benchmarking? 2. What areas can call centers focus on to conduct a benchmark? 3. How can call centers use internal benchmark data? and 4. How can call centers conduct a benchmark study of their own?
Price: $100.00

Call Center Benchmarking - By: Dr. Jon Anton and Stijn Spit - This paper will focus on the use and the importance of benchmarking in the United States call center industry, and will address the following questions: 1. What is benchmarking? 2. What areas can call centers focus on to conduct a benchmark? 3. How can call centers use internal benchmark data? and 4. How can call centers conduct a benchmark study of their own?
Price: $100.00

Caller Identity Authentication in Call Centers: A Benchmark Study - By: Dr. Jon Anton - Identity theft. Everyone's heard of it. Your callers fear it. They also expect you to protect their identity. Is your current caller authentication process delivering that protection? This Benchmark Study provides you with the ability to compare the way your call center authenticates its callers' identity with others in the industry.
Price: $100.00

Caller Identity Authentication in Call Centers: A Benchmark Study - By: Dr. Jon Anton - Identity theft. Everyone's heard of it. Your callers fear it. They also expect you to protect their identity. Is your current caller authentication process delivering that protection? This Benchmark Study provides you with the ability to compare the way your call center authenticates its callers' identity with others in the industry.
Price: $100.00

Caller Identity Authentication in Call Centers: A Benchmark Study - By: Dr. Jon Anton - Identity theft. Everyone's heard of it. Your callers fear it. They also expect you to protect their identity. Is your current caller authentication process delivering that protection? This Benchmark Study provides you with the ability to compare the way your call center authenticates its callers' identity with others in the industry.
Price: $100.00

Caller Identity Authentication in Call Centers: A Benchmark Study - By: Dr. Jon Anton - Identity theft. Everyone's heard of it. Your callers fear it. They also expect you to protect their identity. Is your current caller authentication process delivering that protection? This Benchmark Study provides you with the ability to compare the way your call center authenticates its callers' identity with others in the industry.
Price: $100.00

Click-to-Talk Web Customer Service "A Business Case" - By: Dr. Jon Anton and Cory Gunderson - This white paper reexamines the usage of two primary communication channels
Price: $100.00

Click-to-Talk Web Customer Service "A Business Case" - By: Dr. Jon Anton and Cory Gunderson - This white paper reexamines the usage of two primary communication channels
Price: $100.00

Click-to-Talk Web Customer Service "A Business Case" - By: Dr. Jon Anton and Cory Gunderson - This white paper reexamines the usage of two primary communication channels
Price: $100.00

Click-to-Talk Web Customer Service "A Business Case" - By: Dr. Jon Anton and Cory Gunderson - This white paper reexamines the usage of two primary communication channels
Price: $100.00

Combining Service Excellence with Profitability - By: Dr. Jon Anton - In today's challenging business environment, customer contact centers are looking for ways to transform themselves from being cost centers to profit centers on their way to becoming strategic value centers, adding value to the whole enterprise. In a 2003 Aberdeen Group survey of customer service executives, 83% of the participants said that their contact center is critical or important to their enterprise. In 2004, Purdue University's Center for Customer-Driven Quality surveyed C-level executives and found that in addition to their usual focus on cost reduction and revenue generation for call centers, their new demands included caller satisfaction, increased wallet share and increased marketshare.
Price: $100.00

Combining Service Excellence with Profitability - By: Dr. Jon Anton - In today's challenging business environment, customer contact centers are looking for ways to transform themselves from being cost centers to profit centers on their way to becoming strategic value centers, adding value to the whole enterprise. In a 2003 Aberdeen Group survey of customer service executives, 83% of the participants said that their contact center is critical or important to their enterprise. In 2004, Purdue University's Center for Customer-Driven Quality surveyed C-level executives and found that in addition to their usual focus on cost reduction and revenue generation for call centers, their new demands included caller satisfaction, increased wallet share and increased marketshare.
Price: $100.00

Combining Service Excellence with Profitability - By: Dr. Jon Anton - In today's challenging business environment, customer contact centers are looking for ways to transform themselves from being cost centers to profit centers on their way to becoming strategic value centers, adding value to the whole enterprise. In a 2003 Aberdeen Group survey of customer service executives, 83% of the participants said that their contact center is critical or important to their enterprise. In 2004, Purdue University's Center for Customer-Driven Quality surveyed C-level executives and found that in addition to their usual focus on cost reduction and revenue generation for call centers, their new demands included caller satisfaction, increased wallet share and increased marketshare.
Price: $100.00

Combining Service Excellence with Profitability - By: Dr. Jon Anton - In today's challenging business environment, customer contact centers are looking for ways to transform themselves from being cost centers to profit centers on their way to becoming strategic value centers, adding value to the whole enterprise. In a 2003 Aberdeen Group survey of customer service executives, 83% of the participants said that their contact center is critical or important to their enterprise. In 2004, Purdue University's Center for Customer-Driven Quality surveyed C-level executives and found that in addition to their usual focus on cost reduction and revenue generation for call centers, their new demands included caller satisfaction, increased wallet share and increased marketshare.
Price: $100.00

Consumer Preferences in Contacting Agencies - By: Dr. Jon Anton and Miranda Volker - The purpose of this research is to give an overall picture of the behavior of American consumers with regard to calling 1-800-service numbers and visiting Web pages of companies
Price: $100.00

Consumer Preferences in Contacting Agencies - By: Dr. Jon Anton and Miranda Volker - The purpose of this research is to give an overall picture of the behavior of American consumers with regard to calling 1-800-service numbers and visiting Web pages of companies
Price: $100.00

Consumer Preferences in Contacting Agencies - By: Dr. Jon Anton and Miranda Volker - The purpose of this research is to give an overall picture of the behavior of American consumers with regard to calling 1-800-service numbers and visiting Web pages of companies
Price: $100.00

Consumer Preferences in Contacting Agencies - By: Dr. Jon Anton and Miranda Volker - The purpose of this research is to give an overall picture of the behavior of American consumers with regard to calling 1-800-service numbers and visiting Web pages of companies
Price: $100.00

Customer Lifetime Value Management: The Secrets of obtaining The Maximum ROI of CRM Technology - By: Dr. Jon Anton and Natalie Petouhoff - Successful companies have proven that managing CRM initiatives, through organized tracking of key performance indicators, can quickly transform CRM investments into bottom line profits by increasing the customer life time value.
Price: $100.00

Customer Lifetime Value Management: The Secrets of obtaining The Maximum ROI of CRM Technology - By: Dr. Jon Anton and Natalie Petouhoff - Successful companies have proven that managing CRM initiatives, through organized tracking of key performance indicators, can quickly transform CRM investments into bottom line profits by increasing the customer life time value.
Price: $100.00

Customer Lifetime Value Management: The Secrets of obtaining The Maximum ROI of CRM Technology - By: Dr. Jon Anton and Natalie Petouhoff - Successful companies have proven that managing CRM initiatives, through organized tracking of key performance indicators, can quickly transform CRM investments into bottom line profits by increasing the customer life time value.
Price: $100.00

Customer Lifetime Value Management: The Secrets of obtaining The Maximum ROI of CRM Technology - By: Dr. Jon Anton and Natalie Petouhoff - Successful companies have proven that managing CRM initiatives, through organized tracking of key performance indicators, can quickly transform CRM investments into bottom line profits by increasing the customer life time value.
Price: $100.00

Email Customer Service in North American Small and Midsize Businesses - By: Dr. Jon Anton - In recent years, online spending has grown tremendously. But the growth in eCommerce has happened in spite of - not because of - the state of online customer support. This white paper discusses the key findings of two studies conducted by BenchmarkPortal and sponsored by eGain, 1) eService in North American Enterprises and 2) Email Customer Service in North American Small and Midsized Businesses. Read this paper to learn about the great untapped potential for growth in eCommerce.
Price: $100.00

Email Customer Service in North American Small and Midsize Businesses - By: Dr. Jon Anton - In recent years, online spending has grown tremendously. But the growth in eCommerce has happened in spite of - not because of - the state of online customer support. This white paper discusses the key findings of two studies conducted by BenchmarkPortal and sponsored by eGain, 1) eService in North American Enterprises and 2) Email Customer Service in North American Small and Midsized Businesses. Read this paper to learn about the great untapped potential for growth in eCommerce.
Price: $100.00

Email Customer Service in North American Small and Midsize Businesses - By: Dr. Jon Anton - In recent years, online spending has grown tremendously. But the growth in eCommerce has happened in spite of - not because of - the state of online customer support. This white paper discusses the key findings of two studies conducted by BenchmarkPortal and sponsored by eGain, 1) eService in North American Enterprises and 2) Email Customer Service in North American Small and Midsized Businesses. Read this paper to learn about the great untapped potential for growth in eCommerce.
Price: $100.00

Email Customer Service in North American Small and Midsize Businesses - By: Dr. Jon Anton - In recent years, online spending has grown tremendously. But the growth in eCommerce has happened in spite of - not because of - the state of online customer support. This white paper discusses the key findings of two studies conducted by BenchmarkPortal and sponsored by eGain, 1) eService in North American Enterprises and 2) Email Customer Service in North American Small and Midsized Businesses. Read this paper to learn about the great untapped potential for growth in eCommerce.
Price: $100.00

Improving Agent Performance through Monitoring, Coaching, and Just-in-Time Training - By: Dr. Jon Anton and Scott Davis - The goal of our research was to evaluate the impact that a call center experienced following their implementation of an integrated monitoring, coaching, and e-learning system for customer service representatives (CSR). Specifically, we wanted to determine if CSR monitoring and coaching, followed by e-learning training delivered directly to the CSR desktop, positively affected his/her skill-set and performance. Our objective was to measure and quantify the improved performance levels that CSRs realized after using an integrated monitoring, coaching, and e-learning system, and calculate the corresponding financial benefit to the call center.
Price: $100.00

Improving Agent Performance through Monitoring, Coaching, and Just-in-Time Training - By: Dr. Jon Anton and Scott Davis - The goal of our research was to evaluate the impact that a call center experienced following their implementation of an integrated monitoring, coaching, and e-learning system for customer service representatives (CSR). Specifically, we wanted to determine if CSR monitoring and coaching, followed by e-learning training delivered directly to the CSR desktop, positively affected his/her skill-set and performance. Our objective was to measure and quantify the improved performance levels that CSRs realized after using an integrated monitoring, coaching, and e-learning system, and calculate the corresponding financial benefit to the call center.
Price: $100.00

Improving Agent Performance through Monitoring, Coaching, and Just-in-Time Training - By: Dr. Jon Anton and Scott Davis - The goal of our research was to evaluate the impact that a call center experienced following their implementation of an integrated monitoring, coaching, and e-learning system for customer service representatives (CSR). Specifically, we wanted to determine if CSR monitoring and coaching, followed by e-learning training delivered directly to the CSR desktop, positively affected his/her skill-set and performance. Our objective was to measure and quantify the improved performance levels that CSRs realized after using an integrated monitoring, coaching, and e-learning system, and calculate the corresponding financial benefit to the call center.
Price: $100.00

Improving Agent Performance through Monitoring, Coaching, and Just-in-Time Training - By: Dr. Jon Anton and Scott Davis - The goal of our research was to evaluate the impact that a call center experienced following their implementation of an integrated monitoring, coaching, and e-learning system for customer service representatives (CSR). Specifically, we wanted to determine if CSR monitoring and coaching, followed by e-learning training delivered directly to the CSR desktop, positively affected his/her skill-set and performance. Our objective was to measure and quantify the improved performance levels that CSRs realized after using an integrated monitoring, coaching, and e-learning system, and calculate the corresponding financial benefit to the call center.
Price: $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 - This report is the first in a series of research studies to determine statistically if the geographic location of a call center impacts its ability to achieve a balanced scorecard of being highly efficient while at the same time being highly effective.
Price: $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 - This report is the first in a series of research studies to determine statistically if the geographic location of a call center impacts its ability to achieve a balanced scorecard of being highly efficient while at the same time being highly effective.
Price: $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 - This report is the first in a series of research studies to determine statistically if the geographic location of a call center impacts its ability to achieve a balanced scorecard of being highly efficient while at the same time being highly effective.
Price: $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 - This report is the first in a series of research studies to determine statistically if the geographic location of a call center impacts its ability to achieve a balanced scorecard of being highly efficient while at the same time being highly effective.
Price: $100.00

Improving Contact Center Productivity through Optimized Workforce Management - By: Dr. Jon Anton and Scott Davis - The goal of our research was to evaluate the impact that the Navy Federal Credit Union experienced following their implementation of Maxima Advantage Vantage Point System. The Maxima System, developed by Pipkins, Inc., is a comprehensive workforce management solution for enterprise-wide, multi-site, call center scheduling, forecasting, and planning. Specifically, we wanted to determine the impact that workforce management had on operating costs, customer satisfaction, call handling times, and loan counselor performance, and to calculate the financial value NavyFCU realized by implementing the Maxima System. Our objective was to measure and quantify the improved performance levels that NavyFCU realized following the implementation of the Maxima System.
Price: $100.00

Improving Contact Center Productivity through Optimized Workforce Management - By: Dr. Jon Anton and Scott Davis - The goal of our research was to evaluate the impact that the Navy Federal Credit Union experienced following their implementation of Maxima Advantage Vantage Point System. The Maxima System, developed by Pipkins, Inc., is a comprehensive workforce management solution for enterprise-wide, multi-site, call center scheduling, forecasting, and planning. Specifically, we wanted to determine the impact that workforce management had on operating costs, customer satisfaction, call handling times, and loan counselor performance, and to calculate the financial value NavyFCU realized by implementing the Maxima System. Our objective was to measure and quantify the improved performance levels that NavyFCU realized following the implementation of the Maxima System.
Price: $100.00

Improving Contact Center Productivity through Optimized Workforce Management - By: Dr. Jon Anton and Scott Davis - The goal of our research was to evaluate the impact that the Navy Federal Credit Union experienced following their implementation of Maxima Advantage Vantage Point System. The Maxima System, developed by Pipkins, Inc., is a comprehensive workforce management solution for enterprise-wide, multi-site, call center scheduling, forecasting, and planning. Specifically, we wanted to determine the impact that workforce management had on operating costs, customer satisfaction, call handling times, and loan counselor performance, and to calculate the financial value NavyFCU realized by implementing the Maxima System. Our objective was to measure and quantify the improved performance levels that NavyFCU realized following the implementation of the Maxima System.
Price: $100.00

Improving Contact Center Productivity through Optimized Workforce Management - By: Dr. Jon Anton and Scott Davis - The goal of our research was to evaluate the impact that the Navy Federal Credit Union experienced following their implementation of Maxima Advantage Vantage Point System. The Maxima System, developed by Pipkins, Inc., is a comprehensive workforce management solution for enterprise-wide, multi-site, call center scheduling, forecasting, and planning. Specifically, we wanted to determine the impact that workforce management had on operating costs, customer satisfaction, call handling times, and loan counselor performance, and to calculate the financial value NavyFCU realized by implementing the Maxima System. Our objective was to measure and quantify the improved performance levels that NavyFCU realized following the implementation of the Maxima System.
Price: $100.00

Innovative Technology for Seamless Contact Center Management - By: Dr. Jon Anton and Scott Davis - The goal of our research for this study was to evaluate the success that a call center experienced after implementing a multi-channel contact management system. Our objective was to measure and quantify the financial impact the call center realized by adopting this new technology-enabled customer service strategy.
Price: $100.00

Innovative Technology for Seamless Contact Center Management - By: Dr. Jon Anton and Scott Davis - The goal of our research for this study was to evaluate the success that a call center experienced after implementing a multi-channel contact management system. Our objective was to measure and quantify the financial impact the call center realized by adopting this new technology-enabled customer service strategy.
Price: $100.00

Innovative Technology for Seamless Contact Center Management - By: Dr. Jon Anton and Scott Davis - The goal of our research for this study was to evaluate the success that a call center experienced after implementing a multi-channel contact management system. Our objective was to measure and quantify the financial impact the call center realized by adopting this new technology-enabled customer service strategy.
Price: $100.00

Innovative Technology for Seamless Contact Center Management - By: Dr. Jon Anton and Scott Davis - The goal of our research for this study was to evaluate the success that a call center experienced after implementing a multi-channel contact management system. Our objective was to measure and quantify the financial impact the call center realized by adopting this new technology-enabled customer service strategy.
Price: $100.00

Key Performance Indicators That Drive Caller Satisfaction - By: Dr. Jon Anton - This case study proves that by scientifically selecting initiatives based on
Price: $100.00

Key Performance Indicators That Drive Caller Satisfaction - By: Dr. Jon Anton - This case study proves that by scientifically selecting initiatives based on
Price: $100.00

Key Performance Indicators That Drive Caller Satisfaction - By: Dr. Jon Anton - This case study proves that by scientifically selecting initiatives based on
Price: $100.00

Key Performance Indicators That Drive Caller Satisfaction - By: Dr. Jon Anton - This case study proves that by scientifically selecting initiatives based on
Price: $100.00

Managing Call Center Service Quality - By: Dr. Jon Anton and Dr. Natalie L. Petouhoff - White paper summarizing research into maintaining service quality.
Price: $100.00

Managing Call Center Service Quality - By: Dr. Jon Anton and Dr. Natalie L. Petouhoff - White paper summarizing research into maintaining service quality.
Price: $100.00

Managing Call Center Service Quality - By: Dr. Jon Anton and Dr. Natalie L. Petouhoff - White paper summarizing research into maintaining service quality.
Price: $100.00

Managing Call Center Service Quality - By: Dr. Jon Anton and Dr. Natalie L. Petouhoff - White paper summarizing research into maintaining service quality.
Price: $100.00

Outsourcing: The Cost Effective Solution to CRM & Increasing Revenue - By: Dr. Jon Anton and Natalie Petouhoff - In a world where price and products are all very similar, the only differentiator left is the service a company provides. Study after study shows that today's customers, if they are to remain loyal to your company, want service. They want it now, how they want, when they want and where they want it. Service is not an option; it is the only thing that will allow a company to stay in business. This new requirement of providing this level of service has many companies reconsidering their role in providing service. Most companies contact centers are not designed to provide service that is above and beyond the competition. This is because most contact centers evolved from a company's call center; the place where customer complaints were handled. To transition a call center into a Customer Care Center means a whole different operating procedure- everything from hiring, training agents to the technology used to deliver service. In a time where everyone is looking to reduce operating costs, transitioning your current service levels to meet these new requirements, means you will have to spend money. If service is not your main business, and you want to reduce operating costs, you will want to understand how you can save money while providing the best service in your industry. This white paper will help you to understand how choose an outsourcer that you can trust with your customers.
Price: $100.00

Outsourcing: The Cost Effective Solution to CRM & Increasing Revenue - By: Dr. Jon Anton and Natalie Petouhoff - In a world where price and products are all very similar, the only differentiator left is the service a company provides. Study after study shows that today's customers, if they are to remain loyal to your company, want service. They want it now, how they want, when they want and where they want it. Service is not an option; it is the only thing that will allow a company to stay in business. This new requirement of providing this level of service has many companies reconsidering their role in providing service. Most companies contact centers are not designed to provide service that is above and beyond the competition. This is because most contact centers evolved from a company's call center; the place where customer complaints were handled. To transition a call center into a Customer Care Center means a whole different operating procedure- everything from hiring, training agents to the technology used to deliver service. In a time where everyone is looking to reduce operating costs, transitioning your current service levels to meet these new requirements, means you will have to spend money. If service is not your main business, and you want to reduce operating costs, you will want to understand how you can save money while providing the best service in your industry. This white paper will help you to understand how choose an outsourcer that you can trust with your customers.
Price: $100.00

Outsourcing: The Cost Effective Solution to CRM & Increasing Revenue - By: Dr. Jon Anton and Natalie Petouhoff - In a world where price and products are all very similar, the only differentiator left is the service a company provides. Study after study shows that today's customers, if they are to remain loyal to your company, want service. They want it now, how they want, when they want and where they want it. Service is not an option; it is the only thing that will allow a company to stay in business. This new requirement of providing this level of service has many companies reconsidering their role in providing service. Most companies contact centers are not designed to provide service that is above and beyond the competition. This is because most contact centers evolved from a company's call center; the place where customer complaints were handled. To transition a call center into a Customer Care Center means a whole different operating procedure- everything from hiring, training agents to the technology used to deliver service. In a time where everyone is looking to reduce operating costs, transitioning your current service levels to meet these new requirements, means you will have to spend money. If service is not your main business, and you want to reduce operating costs, you will want to understand how you can save money while providing the best service in your industry. This white paper will help you to understand how choose an outsourcer that you can trust with your customers.
Price: $100.00

Outsourcing: The Cost Effective Solution to CRM & Increasing Revenue - By: Dr. Jon Anton and Natalie Petouhoff - In a world where price and products are all very similar, the only differentiator left is the service a company provides. Study after study shows that today's customers, if they are to remain loyal to your company, want service. They want it now, how they want, when they want and where they want it. Service is not an option; it is the only thing that will allow a company to stay in business. This new requirement of providing this level of service has many companies reconsidering their role in providing service. Most companies contact centers are not designed to provide service that is above and beyond the competition. This is because most contact centers evolved from a company's call center; the place where customer complaints were handled. To transition a call center into a Customer Care Center means a whole different operating procedure- everything from hiring, training agents to the technology used to deliver service. In a time where everyone is looking to reduce operating costs, transitioning your current service levels to meet these new requirements, means you will have to spend money. If service is not your main business, and you want to reduce operating costs, you will want to understand how you can save money while providing the best service in your industry. This white paper will help you to understand how choose an outsourcer that you can trust with your customers.
Price: $100.00

Call center managers who would like to adopt an all-in-one platform are often deterred by the perceived need to abandon all of their current technology. However, this survey and case study research shows that moving to an all-in-one platform need not entail a
Price: $495.00

Call center managers who would like to adopt an all-in-one platform are often deterred by the perceived need to abandon all of their current technology. However, this survey and case study research shows that moving to an all-in-one platform need not entail a
Price: $495.00

Call center managers who would like to adopt an all-in-one platform are often deterred by the perceived need to abandon all of their current technology. However, this survey and case study research shows that moving to an all-in-one platform need not entail a
Price: $495.00

Call center managers who would like to adopt an all-in-one platform are often deterred by the perceived need to abandon all of their current technology. However, this survey and case study research shows that moving to an all-in-one platform need not entail a
Price: $495.00

Speech Recognition for Call Centers Through an Application Service Provider - By: Dr. Jon Anton - The purpose of this paper is to explore the advantages and pitfalls of buying a speech recognition solution and implementing it using internal corporate resources, versus contracting a third-party Application Service Provider (ASP) who provides the resources off-site.
Price: $100.00

Speech Recognition for Call Centers Through an Application Service Provider - By: Dr. Jon Anton - The purpose of this paper is to explore the advantages and pitfalls of buying a speech recognition solution and implementing it using internal corporate resources, versus contracting a third-party Application Service Provider (ASP) who provides the resources off-site.
Price: $100.00

Speech Recognition for Call Centers Through an Application Service Provider - By: Dr. Jon Anton - The purpose of this paper is to explore the advantages and pitfalls of buying a speech recognition solution and implementing it using internal corporate resources, versus contracting a third-party Application Service Provider (ASP) who provides the resources off-site.
Price: $100.00

Speech Recognition for Call Centers Through an Application Service Provider - By: Dr. Jon Anton - The purpose of this paper is to explore the advantages and pitfalls of buying a speech recognition solution and implementing it using internal corporate resources, versus contracting a third-party Application Service Provider (ASP) who provides the resources off-site.
Price: $100.00

The American Consumer Reacts to the Call Center Experience and the Offshoring of Service Calls - By: Dr. Jon Anton and Teresa Setting - The goal of this study was to identify American consumer reactions to the offshore outsourcing of customer service calls. We found that 65% of American consumers would alter their buying behavior toward a company if they knew or had the impression that the business was using an offshore call center. Read more about offshore outsourcing and the impacts it has on consumers' buying behavior.
Price: $100.00

The American Consumer Reacts to the Call Center Experience and the Offshoring of Service Calls - By: Dr. Jon Anton and Teresa Setting - The goal of this study was to identify American consumer reactions to the offshore outsourcing of customer service calls. We found that 65% of American consumers would alter their buying behavior toward a company if they knew or had the impression that the business was using an offshore call center. Read more about offshore outsourcing and the impacts it has on consumers' buying behavior.
Price: $100.00

The American Consumer Reacts to the Call Center Experience and the Offshoring of Service Calls - By: Dr. Jon Anton and Teresa Setting - The goal of this study was to identify American consumer reactions to the offshore outsourcing of customer service calls. We found that 65% of American consumers would alter their buying behavior toward a company if they knew or had the impression that the business was using an offshore call center. Read more about offshore outsourcing and the impacts it has on consumers' buying behavior.
Price: $100.00

The American Consumer Reacts to the Call Center Experience and the Offshoring of Service Calls - By: Dr. Jon Anton and Teresa Setting - The goal of this study was to identify American consumer reactions to the offshore outsourcing of customer service calls. We found that 65% of American consumers would alter their buying behavior toward a company if they knew or had the impression that the business was using an offshore call center. Read more about offshore outsourcing and the impacts it has on consumers' buying behavior.
Price: $100.00