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New educational materials are always being developed, check back or contact us if we can provide other information about Performance Management.
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Resources for First Call Resolution
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FCR and The Customer Experience: Analytics-Driven Performance Management
Webinar -
Your Most Powerful Tool to Improve FCR and the Customer Experience: Analytics Powered Contact Reasoning
White Paper -
The FCR Silver Bullet
A White Paper from CCR Research -
The Five Fundamentals of a Successful FCR Program
White Paper -
Increase First Call Resolution: Eliminate the Top 10 Agent Errors Causing Repeat Calls
White Paper -
First Call Resolution Solutions
Enkata Collateral -
Enkata First Call Resolution Metric Plug-in
Enkata Collateral -
"Best Practices for Implementing a First Contact Resolution Program in the Contact Center"
On Demand Webinar
A Yankee Group White Paper -
"First Call Resolution For Call Center Executives"
On Demand Webinar
A Whitepaper by Donna Fluss of DMG Consulting -
Resources for Sales Effectiveness
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Best Practices for Transforming Call Centers into Blended Sales/Service Organizations
On Demand Webinar
A Whitepaper by Donna Fluss of DMG Consulting
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Resources for Performance Management
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The Quality Revolution Being Led by Performance Analytics
Webinar -
Analytics Is Transforming Quality Assessment and Monitoring
Richard Snow, Research Analyst, Ventana Research
White Paper -
Managing Home-Based Agents: Using analytics to optimize the performance of decentralized contact centers
Ventana Research, April, 2010
White Paper -
Enkata Desktop Analytics: Mining for Gold on the Agent Desktop
SaddleTree Research, Paul Stockford, March 8 ,2010
White Paper -
Optimizing Agent Performance through Analytics: Improving the Customer Experience by Improving Agent Performance
A white paper by Ventana Research
White Paper -
7 Steps to Build a World-class Coaching Program
Whitepaper -
Cutting Through the Noise - Comparing Contact Center Performance Management with Speech Analytics
White Paper
On Demand Webinar -
Resources for Customer Behavior
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Why are Customers Calling? Best Practices for Determining Contact Reasons and Using Them to Improve Performance.
White Paper
On Demand Webinar -
A Practical Guide to Delivering a Superior Customer Experience ... Across Every Channel
White Paper -
Other Resources
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Agent Retention Best Practices: How to Reduce Agent Turnover with Performance Management
White Paper -
Contact Center Analytics: Emerging Desktop Analytic Solutions
A report from DMG Consulting
White Paper