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Whitepapers

Thoughts, philosophies, and approaches based on decades of experience in the industry.

100 Point Audit (PDF)Download
Agent Monitoring for Performance (PDF)Download
Applying Six Sigma to Contact Center Forecasting and Staffing (pdf)Download
Certification vs Auditing vs Benchmarking (PDF)Download
Competitive Advantage Through Focused Training (pdf)Download
Customer Care in the Utilities Industry (pdf)Download
Increasing Organizational Performance Through Employee Satisfaction (pdf)Download
Maximizing Service Level and Occupancy (pdf)Download
Measuring Forecasting and Staffing Efficiency (pdf)Download
Offshore Outsourcing (pdf)Download
Outsource or Insource (pdf)Download
Performance Measures and Management (PDF)Download
Results Oriented Training (PDF)Download
Staffing Efficiency White Paper (pdf)Download
The Role of Performance Measures and Management (pdf)Download
Trunking's Impact on Customer Abandon Rate Behavior (PDF)Download
Utility White Paper (PDF)Download

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