Research Papers

Click on the titles to view the documents, Note: In order to view PDF (Portable Document Format) files you will need Adobe Acrobat Reader software installed on your computer. Click here to download a free copy.

Search the table

Title	Author	Date
Contact Centre Assessment Brochure	Dimension Data	01/06/2008
Contact Centre Development Model Brochure	Dimension Data	01/04/2008
Contact Centre Integration Brochure	Dimension Data	01/10/2007
Interaction Management Making your customers sing	Dimension Data
Virtual Real Time Coach brochure	Dimension Data
Alignment Index for Speech Self Service	Dimension Data	01/04/2006
Self-Service brochure	Dimension Data	01/03/2007
Speech Self-Service Surveyor Brochure	Dimension Data	01/02/2008
Speech Self-Service Discover REAL Value	Dimension Data
Commercialbank Case Study	Dimension Data
Customer Interactive Solutions Overview	Dimension Data
Statistical Information Used in Call Centres	CAPITA	30/10/2003
Call Recording	CCA	19/08/1999
Quality Monitoring	CCA
Meeting the Multi-Channel Challenge	CCA
The Changing Nature of Voice	CCA
Managing the Effects of Self Service	CCA
Self Service as an On-Shore Customer Service Option	Eckoh
Telephone Self-Service and The Varney Report	Eckoh
Executive Summary CCA Membership Poll 2008	CCA	01/09/2008
Executive Summary Call Centres in Scotland and Outsourced Competition from India	CCA
The UK Contact Centre Industry A Study	DTI	01/05/2004
Guide Fraud Prevention	ACPOS / SFCG
White Paper Self Service as an On-Shore Customer Service Option	Eckoh
Benchmarking Executive Summary 2008	Dimension Data	01/01/2008
A Demanding World How Much Value do you Create For Your Customers	CCA
Customer Focused Efficiency	CCA
Customers Problems or Opportunities	CCA
Demand Delta Gap Between Customer Expectations and Business Reality	CCA
Engaging Customers Consistently in the Contact Centre	CPBO
Eliminating Barriers to Agent and Customer Engagement	CCA
Connecting with your Customers	CCA
Customer Retention	CCA	01/01/2002
Barrier Free Call Routing	The Employers’ Forum on Disability
The top five reasons to simplify your customer service desktop	Jacada Inc	01/01/2007
Proactive Service for 21st Century Customers Dr Guy Fielding	CCA
Proactive Service for 21st Century Customers Gallup	CCA
Proactive Service for 21st Century Customers Intersperience	CCA
Proactive Service for 21st Century Customers Ipsos Mori	CCA
Proactive Service for 21st Century Customers Ventana Research	CCA
Making Sense of customer interaction	Ventura
Who’s counting the calls	Ventura
Sickness Absence Benchmarking Report	CCA
Attendance Management	CCA
How to Conduct a Return to Work Interview	CCA
Return to Work Discussion 1	CCA
Return to Work Discussion 2	CCA
Defining the Link Between Staff Treatment, Customers and Profitability	CCA
Managing HumanSigma in the Call Centre	CCA
The Service Climate and Customer Intelligence Workers	CCA
Eliminating Barriers to Agent and Customer Engagement	CCA
Future Agent Role Changes Require New Management Approaches	CCA
Future Agent Super Agent	CCA
Staff Appraisals	CCA
Developing from Agent to Management Level	CCA
Reward and Recognition	CCA
Annual Performance Review	CCA
Using Psychology to Get Contact Centres Right	CCA
Human Resource Management in Call Centres	CCA
LivingBrandCCA	CCA
Using Agencies in the Recruitment Process	CCA
Contact Centre Roles	CCA
Guidelines for Selecting Agencies	CCA
Recruitment Methods and Models	CCA
Staff Attrition	CCA
A Call for Efficiency Through Usability	CCA
Connecting the Service Proposition and Operation with Business Value Aspirations	CCA
Customer Focused Efficiency	CCA
Customers Problems or Opportunities	CCA
Defining the Link Between Staff Treatment, Customers and Profitability	CCA
Engaging the Call Centre	CCA
Good News Bad News (Customer Service)	CCA
Putting DNA of Customer Service into the Boardroom	CCA
Seeing the Value in Customer Service	CCA
Sense and Respond New Principles and Vision for Contact Centres	CCA
Understanding Links Between Employee Engagement, Customer Engagement and Shareholder Value	CCA
Who’s babysitting your brand?	Ventura
Making sense with a back to front office	Ventura
Service and Support at the Speed of the Customer	Frost and Sullivan
Demonstrating Value Through Successful Adoption of Technology	CCA
Have We Reached Tipping Point for Customer Take-up of Self Service	CCA
Self-Service Speech Recognition	CCA
Speech Self-Service Discover Real Value	CCA
Customer Contact Centre Emergin Technologies	CCA
Customer Interaction Handling Technologies	CCA
How next generation web customer service can build brand differentiation	CCA
Maximising Investment in Contact Centre Technology	CCA
Sharing the Spoils Why future technologies must benefit all stakeholders	CCA
Stay Just a little bit longer	CCA
The Digital Interregnum	CCA
The Future of Contact Centre Its in the customers hands	CCA
Self service an alternative to offshoring	JAM IP
Changing Nature of Outbound	JAM IP
Customer of the Future Full Report	JAM IP	01/04/2008
Customer Experience Management The next frontier for Contact Centres	Cincom	01/10/2008
Customer Experience happens in the Contact Centre	Cincom	01/02/2007
The Unified Desktop	Cincom	01/08/2007
Synchrony Multi Channel CEM	Cincom	01/08/2008
Taking Customer Relationships to Next Level	Aspect	01/07/2008
10-Percent-Report Summary	Aspect	01/10/2008
Unified Communications - Keeping Customer in Equation WP	Aspect	01/11/2007
Approaches to customer service desktop optimisation (process automation vs process reengineering)	Jacada Inc	01/01/2008
Using Self-Service to Accelerate Online Sales	KMWorldReport	01/03/2007
Virtual Call Center Solution	Oracle	01/03/2007
Why Average Handle Time No Longer Matters	Jacada Inc	01/01/2008
Hammer Test System	Empirix	01/07/2009
Testing and Monitoring Solutions for the Contact Cente	Empirix	01/07/2009
Fortis Ensures Call Centre	Empirix	01/06/2008
OneSight for contact centres	Empirix	01/07/2009
Success Story Marks & Spencer Money	Empirix	01/07/2009
Success Story T-Mobile	Empirix	01/07/2009
Local Authority Circular	HSE	01/10/2008

Membership

Join Our Mailing List!

"The Leading Support Organisation for North West Contact Centres"

Research Papers

Membership

Join Our Mailing List!