Webinars & White Papers

Our research leads us to many interesting places. We share with you here some of our own webinars and whitepapers – as well as those from the many industry experts – we hope you find them of value and welcome your thoughts on those we have "in stock". In addition we welcome any recommendations you have on webinars or whitepapers you've seen or read that you think would offer good value.

WEBINARS

Speech Analytics & Workforce Optimization

Best Practices in Quality Management

Social Media – It's Just Talking with People

WHITEPAPERS & ARTICLES

Contain Costs & Increase Predictability: The Benefits of Cloud for Government. View

Workforce Optimization - Think Strategic, a white paper by Trish Paterson on how to leverage WFO in your strategic planning and execution.View

Best Practices in Workforce Management, a recent article by Trish Paterson,in Western Energy Magazine. View

Measuring Social Customer Service in the Contact Center, Contact Center Metrics and ROI for Social Care, by TELUS International View

Frost and Sullivan Survey and Report 2012 - Emerging Trends and Technologies Shaping the Contact Center Industry in the New Economy. View

Shifting the Loyalty Curve, by Customer Contact Council (see New Thinking for Summary) View