Article Collections

These article collections are tightly focused on relevant contact center management issues. Here you’ll find unbiased, in-depth coverage on each topic written by our contact center experts. Each article collection is available in a downloadable PDF document.

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Business and IT Collaboration: Strategic and Technology Views Business and IT Collaboration: Views presented from the Strategic and IT perspective. (read more...)	Price: $17.95	Quantity:

Business Continuity and Disaster Recovery Planning: Strategic and Technology Views Business Continuity and Disaster Recovery Planning: Views presented from the Strategic and IT perspective. (read more...)	Price: $17.95	Quantity:

Home Agents: Strategic and Technology Views Home Agents: Strategic and Technology Views (read more...)	Price: $17.95	Quantity:

Rates, Rates, Rates: Abandonment Rates, Service Rates, Contact Rates, Growth Rates and their Effect on Your Forecast Rates, Rates, Rates discusses the impact that your growth rates, contact rates, abandonment and service rates have on your forecast. (read more...)	Price: $17.95	Quantity:

Text Chat in the Call Center: Strategic and Technology Views These articles combine strategy, technology and operational integration for text chat success. A close look at the unique qualities of text chat in the contact center. (read more...)	Price: $17.95	Quantity:

Training, Training, Training: On-the-Job Training, New-Hire Training, Training Tips, Training Budgets Training, Training, Training covers on-the-job and new hire training programs, as well as tips and cost-conscious strategies to meet your training goals. (read more...)	Price: $17.95	Quantity:

Workforce Management: Back to Basics Workforce Management: Back to Basics digs deep into the foundational elements of producing an accurate workforce management plan. (read more...)	Price: $24.95	Quantity: