Research Papers

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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
CCA
Engaging Customers Consistently in the Contact Centre
CPBO
Eliminating Barriers to Agent and Customer Engagement
CCA
CCA
Customer Retention CCA 01/01/2002
The Employers’ Forum on Disability
Jacada Inc
01/01/2007
CCA
CCA
CCA
CCA
CCA
Ventura
Ventura
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
Ventura
Ventura
Frost and Sullivan
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
CCA
JAM IP
JAM IP
JAM IP
01/04/2008
Cincom
01/10/2008
Cincom
01/02/2007
Cincom
01/08/2007
Cincom
01/08/2008
Aspect
01/07/2008
Aspect
01/10/2008
Aspect
01/11/2007
Jacada Inc
01/01/2008
KMWorldReport
01/03/2007
Oracle
01/03/2007
Jacada Inc
01/01/2008
Empirix
01/07/2009 
Empirix 
01/07/2009
Empirix
01/06/2008 
Empirix
01/07/2009
Empirix
01/07/2009
Empirix
01/07/2009
HSE
01/10/2008

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