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Did you know that the primary source of external information for senior executives’ decision making is white papers and case studies?  White papers and case studies represent a great way to read in-depth about the current issues facing the contact centre industry and the solutions available.  The white papers and case studies in this section provide interesting insights and offer operational and strategic lessons for you and your company. To view article, click on the title. Why Service Matters for Government Progressive or Predictive Dialers – They Both Have Their Place Call Recording: The Ultimate Tool for Improving Contact Center Performance Success Factors for remote and home based agent programmes: Case Study Based Evidence Springfield Contact Centre Industry Location Whitepaper Sony Ericsson's search for an Outsourced Customer Interaction Centre Cognitive Load Measurement for Call Centres: Applications in Quality Management, Workforce Optimisation and Recruitment Recording and Quality Monitoring for Regulatory Compliance Top 10 Customer Satisfaction Best Practices for Contact Center IVR Surveys A Practical Guide to Measuring Customer Satisfaction in the Contact Center A Practical Guide to Measuring and Managing Shrinkage in the Contact Center Interaction Center Platform Network-based Call Routing Helps Information Services Business Improve Customer Satisfaction and Increase Agent Productivity Interactive Intelligence Raises Share of Voice for Diabetes Australia-Victoria Making Telecommunications Easier for Siemens Energy Services World Vision Calls on Interactive Intelligence for Improved Call Centre Management MetService Deploys IP-based Communications Solution to Provide Mission-Critical Service Massey University Graduates with Interactive Intelligence Kiama Council Connects With Its Constituents Case study: Datacom Services improves customer service and reduces costs with Interactive Intelligence software Computershare Enhances Operational Efficiencies and Customer Response Time Using Bundled Communications Application Suite Optimising the Multi-Channel Agent Desktop. Empower your Customers and Frontline Employees Genesys IP Transformation Kit To Be a Profit Center, Stop Being a Silo Contact Center: the Future is Right in Front of us A Visit to Contact Centers in Australia Beautiful Country, Delicate Service Visit of Contact Center in Germany Contact Center: Gradually Going into the Wireless EraVisit of Tokyo - the Capital of Cherry Blossom Customer Feedback in Contact Centres Evaluating Evaluations - Building Superior Scorecards Success Story: Government Office of Shared Services Keys to successful staffing and retention - Global perspective and trends South African realities Product Brief - Envox CT application development environment 9.2 Assessing the value of speech-enabled IVR - A Speech Strategy for Your Enterprise Selecting the right IVR platform for your business Hosted IVR and contact center solutions - The Compelling Case for Adoption Speech-enable voice solutions - Best practices for user interface design Contact Center & CRM - Travel group improves marketing success with Envox-based CRM solution Contact Center & CRM - Cincom standardizes on Envox CT connect to aAdd CTI capabilities to their synchrony contact center solutions Contact Center & CRM - Aargon collection agency builds distributed VoIP call center with Envox 6 Contact Center & CRM - Hilton Hotels improves and expands existing call center infrastructure with MicroAutomation solution Contact Center & CRM - Self-Service solutions enhance receivables operations at AllianceOne Contact Center & CRM - Taiwan's largest insurance company implements speech- enabled CRM solution Microster Pty Limited selects Envox CT ADE to voice-enable workforce management solution Envox worldwide opens regional headquarters in Singapore, expanding presence in Asia Pacific Envox Phonelink now available on salesforce.com's appexchange Contact Center & CRM: Envox-based Speech Solution for Moviegoers Minimising the risks and overcoming the challenges of transitioning to an IP-Based Infrastructure Getting Call Avoidance Right Customer Loyalty - Why we don’t deserve it?, By Lior Arussy From Customer Service Management to the CEO's Suite, By Lior Arussy Origin Energy Powers Up its Commitment to Customer Service with GlobalConnect Australia Contact Centre Technology Solution delivered by iTa and Telstra has Transformed Energex’s Capability to Answer Customer Calls Are you recording all of your calls? Do you know what you are missing? Do not call register - Make the right call Centro Properties Group worked with CPS Technology Group to implement an IP-PABX and call centre solution From Agent to Expert Pizza Hut using SMS and WAP Collecting parking fines becomes easier using Contact Automated Text Ordering NZ Elections, voter enrolment via SMS/Text messaging Workforce Management Success Stories Macquarie Telecom Supports Unity4’s Unique “Homeshore” Call Centre Operations Minimising the risks and overcoming the challenges of transitioning to an IP-Based Infrastructure Datasquirt Increase Debt Collection for the NZ Ministry of Justice Aspect software eases staffing capacity issues for Contact Centre Outsourcer Aspect Software Provides Air Deccan’s India Contact Center with Unified Capabilities for Simple, Fast and Efficient Customer Service Aspect Software Boosts Expansion Plans for Fastest Growing Telecom Company in Sri Lanka Aspect Software helps Sharekhan focus on growth by enhancing customer services and effortlessly solving day-to-day issues Aspect EnsemblePro Assists Taiwan’s Leading Outsourcing Provider in Expansions to Greater China Aspect Software Helps Water Service Provider Centralise Customer Service Operations Voice of the Customer: Putting Consumers at the Forefront Panduit Powers Partnerships for Pacific Enabling Customer Delight. Why Do Firms Outsource Contact Centre Solutions? Six imperatives for the transition phase of an outsourcing engagement Case Study challenge: To consolidate and manage customer data online and reduce transaction time. Data Mart solution for a Pan-European Fortune 500 Financial Services company Talisma CIM Solution Improves Information Flow for Yarra Valley Water British Army Maximizes Responsiveness of Online Careers Office with Talisma NetAgent Talisma Helps Florida State University Build Lifetime Relationships with Students and Alumni KnowledgeBase.net delivers iShip an immediate 80% Reduction in Support Emails Simplicity - The key to web self service success Outsourcing Absence Management an Emerging Trend Customer Management Outsourcing - A Research Perspective Show, Don't Tell: Remote Support Best Practices and Benefits 2005 Trends and Directions in Web Based Support Delivering The On-Site Experience Remotely Best Practices for Delivering Remote Support from IT Help Desks ROI Measurements for Remote Support Virtual Support Networks Ten Tips for Delivering Managed Services to On-Site Systems Taking Remote Support to the Next Level Beyond The Contact Centre - Proving the power of partnership Cost Reduction or Customer Reduction? How to deliver levels of efficiency, customer and staff satisfaction that others admire Virtual On-Site Support: Transform Technical Support into Competitive Advantage Contact Centre Index 05 - Q1 Research Driving Revenue and Productivity through Application Performance Management Workforce Optimisation: The New Workforce Management Help Desk - Call Centre or Dispatch Centre ? Customer Reactions to the Call Centre Experience and Offshoring Call Centre Size Optimisation - Is Big Beautiful? The “Magnificent 7” Steps to Customer Service Excellence Disposable Learning Transforms Contact Centre Training Five Reasons Why Proactive Customer Care Means Customer Loyalty Customer Interactive Solutions IP Architectures Optimizing the VoIP-Enabled Contact Center and Enterprise Doing More with Less: Next-Generation Strategies and Best Practices for Customer Service Positive Complaints Intelligent Email Management Ensuring Quality of Service over IP Marketing to Australian Contact Centres – The Challengers in 2004 The Impact of Call Centers on Company Image Contact Centre Consolidation -- Myth or Mantra? Help Your Customers Help Themselves: A Guide to Improving Voice Self Service Building Your Support Capabilities To Achieve Differentiation Multichannel Interaction BT Contact Central - Pre Packaged Contact Centre Solutions Yes, Executive Careers Exist In The Call Centre Industry! Site Staffing Right Person – Right Seat Team Leader Essentials Training Call Centre Training for Better Performance and Profit Address Management – Ensuring Data Quality within CRM Gauging the Value of IT:ROI Australia’s Best Kept Secret in Call Centre Career Development Training Site Staffing Right Person – Right Seat Six Low-Cost Ways to Boost Morale SMART Outsourcing: A Win-Win Result Team Leader Essentials Training The 10 Biggest Call Center Mistakes The 3 commandment for Call Centre Operations The Sacrificial HR Strategy in Call Centers Understanding the technology of speech Web Servicing in Australia WFM - How to Determine the Software You Need and Justify the Investment Optimise the Profit Potential of Your Contact Centre Quality for Outsourcing RACV boosts Call Centre performance with NICE Systems from Hannamax Keep Your Customers Coming Back Linux (Unix) versus Windows NT: A Performance Comparison Lowering Call Centre Costs Through Outsourcing Managing Multimedia Relationships IBM WebSphere Voice Response with DirectTalk technology Improving agent performance while maintaining high levels of motivation Informix/Linux versus SQLServer/W2K: A Performance Comparison Financial Management in Inbound Contact Centres - What’s Important and How Does Your Centre Rate? Flexibility - the Paradigm Shift for Contact Centre Outsourcing Contact Centers Simplified Critical software characteristics for successful CRM implementations Call Coaching - A performance improvement process Can your organisation survive without unifying and automating its customer contact channels? Certify your call centre staff 14 sources of CRM payback in the call centre 51 Ways to Reduce Contact Centre Costs Automating Contact Centers with IBM Voice Technology: The Business Case Beyond Accuracy Natural Language “Speech” Technology Matures Building a World-Class Customer Service & Support Centre Call Centre Operations and Training: Technology and Vendor Evaluation [top]