Call Center White Papers

The Impact of Technology on Contact Center Performance is the industry’s first ever in-depth research study which shows the statistical link between technology maturity and key performance metrics. This groundbreaking 2012 research report provides positive, statistically relevant evidence showing that more advanced contact center technology produces better contact center performance. More advanced technologies result in more effective and efficient customer interactions. For instance, they:

The Use of Symbols to Capture Caller Data - By: Dr. Jon Anton and Dr. Natalie L. Petouhoff
White paper summarizing research into using symbols to visually represent caller data.

The Tonchev Performance Index for Call Center Best Practices - By: Dr. Jon Anton, Angel Tonchev and Christo Tonchev - Indexes have been widely used to measure the market performance of companies active in diverse industry sectors. However, there is an emerging need for an analytical methodology that thoroughly examines all the aspects of the company's performance.

The Psychological Impact of Change and Re-Engineering in a Call Center and Training of Employees to Handle Change Effectively - By: Dr. Jon Anton, Julie Kuliopulos and Dr. Natalie L. Petouhoff - This case study focuses on the psychological impact of a re-engineering initiative and offers practical suggestions for other call center managers to implement when preparing training around major improvements and changes to their call center.

The Proof-Perfect Link Between Simulation Technology and Improved Agent Performance - By: Dr. Jon Anton - The goal for our study was to evaluate the positive impact that Convergys Corporation experienced following the implementation of a Knowlagent Corporation provided customer service center agent performance solution. Specifically, we wanted to determine if individualized e-learning delivered to the customer service representative (CSR), using call simulation during classroom development, changed CSR behavior and resulted in improved performance for one of Convergys

The Practicalities of Speech-Enabled IVR Solutions: A Study of the Customer Experience - By: Dr. Jon Anton - By now you've heard the buzz about speech recognition - the way it reduces costs, decreases the number of calls put through to live agents, and increases customer satisfaction. But you may still be wondering, "Is it worth the cost?" Order this report for an in-depth look into the flourishing industry of speech recognition.

The Next BIG THING in Call Centers! - By: Dr. Jon Anton and Anita Rockwell - Seldom have we been so excited to be at the forefront of change in customer service contact centers. This paper examines why the Emerging Model of call monitoring an coaching is a much better utilization of resources to produce very quantitative change within a contact center, including behavioral change at the agent level, and policy and procedural change at the supervisor, manager, and company levels.

The New Virtual Paradigm of CRM - By: Dr. Jon Anton and Dr. Natalie L. Petouhoff - Companies that understand the needs of the employees will become the "employers of choice" in the future. Willow CSN, Inc., a thought leader in the area of matching employees needs and goals to business objectives, is leading the new paradigm in work place environments where employee and employer come together to create perfect partnerships.

The Impact of Call Centers on Company Image - By: Dr. Jon Anton, Anita Rockwell and Teresa Setting - The purpose of this research was to survey a statistical sample of the American population to determine their perception of companies based on the level of customer service provided by those companies over the telephone, also known as

The Impact of Automated Return-Call Systems - By: Dr. Jon Anton and Scott Davis - The goal of our research was to evaluate the impact that the ATMOS Energy call center experienced following their implementation of Virtual Hold Technology