Technology White Papers

The seven habits of highly effective Contact Centres

Steven Covey's best selling book, "The 7 Habits of Highly Effective People" has inspired many parallels in the field of business and organizational improvement. Call centres, too, could become significantly better at what they do by adopting the same principles as the book.
White Paper: written by eGain

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Five self service myths

Self-service is “in” among businesses. In the quest for efficiency in customer care, customer service organizations are implementing aggressive self-service processes using web, internet, and phone technologies. Unfortunately, most such initiatives focus solely on departmental goals such as reduction of contact center interaction volume and neglect broader corporate objectives, jeopardizing the most valuable asset of an enterprise—the goodwill of existing customers.
White Paper: written by eGain

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Managing Customer Emails - 10 Telltale Signs You Have Outgrown Microsoft Outlook

Many businesses start out with an email client like Outlook to manage
customer emails. As a personal email client, Microsoft Outlook helps you
manage your emails effectively and increase your productivity. However,
when it comes to handling growing volumes of customer email inquiries,
Outlook fails to scale.
White Paper: written by eGain

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Mission-Critical Email Customer Service - 10 Best Practices for Success

Is it that hard to make email-based customer service work? This white paper, discusses 10 tried and tested ways of improving email interactions with customers. It focusses on achieving two key goals in email interactions: reducing response time, and improving quality. It also, not surprisingly, provides a checklist of capabilities to look for in an email management system.
White Paper: written by eGain

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Management White Papers

Guide to Candidate Attraction, Management & Employee Retention

Whether your staff turnover is 50% or 5% you should constantly be assessing & improving your processes to recruit and retain your key resource ….. your staff.

This white paper uses results from a recent staffing survey. Provided by Cactus Recruitment.

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