White Papers

DMG Consulting delves into the use of workflow and analytics-enabled applications to improve the productivity, effectiveness and overall performance of enterprise organizations. Download now >

Make the most of idle time in your call center. The white paper from DMG Consulting explores using real-time delivery in the call center to: bolster service quality, increase agent satisfaction and reduce agent-related costs. Download now >

As social media continues to gain popularity, more companies are adopting social learning platforms where employees can share their knowledge, skills and experience with their peers. The result is more informed and productive agents, better overall customer service, and improved company culture. Read the white paper to learn more about social learning and how to find the time to make it work. Download now >

Create a to-do list filled with activities that normally contribute to shrinkage to be completed during idle time between customer interactions. Read this paper to make agent idle time more productive. Download now >

Three hurdles prevent call center management from recognizing the true potential of agent idle time. Read this paper to learn how to fill time between customer interactions and increase productivity. Download now >

Read this paper to learn how to build a winning coaching program, select the right mix of coaching techniques, and measure the effectiveness of the coaching program. Download now >

When the contact center has to execute on these or other enterprise goals, training is a critical, but often short-changed management tool. Read this paper to avoid making costly mistakes. Download now >

Coaching is one of the most widely touted methods of moving the needle in the call center. This white paper suggests key metrics to include in your coaching scorecard. Download now >

This paper discusses the hallmarks of performance-enhancing methods in the call center including rapid metric improvement, sudden increase in desired agent behaviors, and build-up of customer satisfaction and results. Download now >

All great coaches have their signature plays. Like most games, however, call center agent coaching isn’t a one-play game. It takes ongoing dedication to a set of tried and true tactics, the basics that will win over time. Read on for seven fundamental plays that are the hallmarks of great coaching in the call center. Download now >

These top five cost-cutting methods for the call center have the potential to drive customers to the competition if done incorrectly and without the right safeguards. This guide will outline simple methods to provide that "insurance" for such methods as work at home agents and reducing headcount. Download now >

This paper discusses the primary inhibitors to successful call center coaching as discovered by Knowlagent during a series of supervisor focus groups. This paper also provides a set of recommended best practices for call centers to address these inhibitors. Download now >

Knowlagent conducted research to uncover the "hidden" costs that help make up the true cost of call center attrition. This paper explores these hidden costs and how to minimize the effect of attrition on your business. Download now >

It is becoming clearer to leading organizations that the impact of call center attrition is usually underestimated, but it is absolutely necessary to control. This paper prescribes a lifecycle approach to manage this pervasive issue. Download now >

For answers to common at-home agent questions, read these FAQs answered by at-home veteran Michele Rowan. As call centers implement at-home agent programs, they run into the tactical concerns that arise when plans become reality. Download now >

This white paper outlines how to build and scale a work at-home agent program and answers the following questions: Can remote agents remain connected to your offerings and their team while outside the center walls? How will they be managed? How will they be trained? How will they be coached? Download now >

Based on a survey of more than 100 call centers, this paper outlines how call centers intend to meet the mandates of the coming year, opportunities for improvement, investments and tactics planned for 2010 by size and industry, and talent management's role in 2010. Download now >

If you are new to on-demand or SaaS software, this primer is intended to help you understand what SaaS is, how it differs from traditional software and the benefits of this delivery model. Download now >

Based on a survey of more than 100 call centers, this paper outlines how call centers intend to meet the mandates of the coming year, opportunities for improvement, investments and tactics planned for 2010 by size and industry, and talent management's role in 2010. Download now >

To discover if it is possible to achieve the seemingly opposed goals of lower costs and consistent, quality service while multi-sourcing with outsourced, in-house and work at home agents in the call center, Knowlagent conducted a series of executive interviews. Download now >

A reduction in call center labor costs doesn't have to mean a reduction in customer loyalty. This paper includes some thoughts on how to achieve both when using a combination of outsourced, in-house and work at home agents. Download now >