Management White Paper Library

Call Center and customer service practices are vital to the successful operation of all contact centers. Developing and maintaining efficient services and best practices strengthen current and future relationships between you and your customers, and also greatly improve the overall effectiveness of your contact center.

CRM-Xchange provides management with information on a wide range of some of the best and most effective software solutions in use today, as well as valuable information to help you improve operations. Featured papers

In this section of the site, you will find:

Business Intelligence Call Center At Home Agents Call Center Furniture Call Center Testing CRM Workforce Management Solutions Customer Feedback and Post Call Survey Hosted Centers IVR Knowledge Management

Monitoring Multi-Contact CRM Strategy Performance Management Predictive Analytics Predictive Dialers Speech and Self Service Training Unified Communications VoIP

• Studies on topics such as benchmarking, KPIs, supplier insights, and call center direct marketing
• Vendor White Papers

2007-2008 Quality Management/Liability Recording Product and Market Report