Whitepapers

We understand that keeping up with the changing technology landscape at the contact center can be a challenge. From the transition to cloud-based solutions to the ongoing issues of accurate forecasting and schedule adherence, it can be difficult to keep pace with the latest topics and trends. Our whitepapers are free and ready to help provide call center management tips & best practices.

The Complete Contact Center Guide to Employee Engagement for SMBs

Learn how you can motivate, retain, and engage employees to provide a superior customer experience.

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The Ultimate Guide to Budgeting for your Contact Center

Review common expenses and key metrics to consider as you build out your contact center budget for the new year.

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Workforce Management Metrics: Unlock the Secrets to growing your Bottom Line

Discover 5 workforce management metrics to measure contact center success in your organization.

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The Ultimate Guide to Contact Center Shrinkage

This guide defines shrinkage, will show you how to calculate it, and how to apply it properly within your schedules, as well as give you some tips to minimize it.

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Workforce Management: A Beginner’s Guide For Help Desks & Service Desks

What is Workforce Management, why is it important, and how does it work its magic? This whitepaper has the answers.

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Strategies for Improving Schedule Adherence

When every minute counts, call centers must focus on the impact agent adherence has on revenues, costs, and service levels.

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Contact Center Forecasting and Scheduling Best Practices

Learn how Workforce Management Software is preferable to spreadsheets for creating more accurate forecasts and optimized schedules.

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Seven Strategies for More Effective Quality Assurance In Your Contact Center

Learn how a structured Quality Assurance program and automated quality monitoring takes customer satisfaction and the performance of your contact center to a whole new level.

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7 Tips for More Effective Contact Center Scheduling

Simplify your scheduling, improve service levels, and reduce costs.

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The Benefits of Workforce Management Explained to My Boss

This whitepaper offers answers to common concerns about implementing WFM, including cost, the uncertainty of change, and whether WFM will really be better than the system already in place.

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4 Tips To Improve Intraday Management In Your Contact Center

Intra-day management allows managers and personnel on the front line to monitor skills and agent performance throughout the day, and make improvements when needed.

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Call Recording Software is Essential for your Call Center

Learn why call recording software is a must‐have for your call center and how its integration with workforce management takes call center performance to a whole new level.

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10 Tips for more Effective Call Center Management

This whitepaper offers tips and best practices on call center management. Learn how to improve service levels while gaining more cost control and better utilization of resources.

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Workforce Management Selection Guide

Every call center has different workforce management needs. This whitepaper provides some guidelines and key questions you should consider when selecting workforce management software for your call center.

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