Resource Center

Welcome to the Resource Center. Here you'll be able to download call center white papers, call center case studies, tools and Knowlagent information. Some documents require registration. See our privacy policy to understand how we use this information.

Cost-Cutting Insurance for Customer Service
These top five cost-cutting methods 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.

What is SaaS? An On-Demand Primer
If you are new to on-demand or SaaS software, the following primer is intended to help you understand what SaaS is, how it differs from traditional software and the benefits of this delivery model.

OnDemand: A Tipping Point for the Call Center
On-demand infrastructure changes all the rules. Call centers must chart new courses based on low cost and flexibility but new challenges abound as managers and agents seek the right mix.

Labor Vs. Loyalty Dilemma
A reduction in labor cost 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, work at home and in-house agents.

Executive Insight: Multi-Sourcing
To discover if it is possible to achieve the seemingly opposed goals of lower costs and consistent, quality service while multi-sourcing with outsourced, work at home and in-house agents, Knowlagent conducted a series of executive interviews.

The True Cost of Attrition White Paper
Knowlagent conducted research to uncover the "hidden" costs that help make up the true cost of attrition. This paper explores these hidden costs and how to minimize the effect of attrition on your business.

A Lifecycle Practice for Attrition
It is becoming clearer to leading organizations that the impact of attrition is usually underestimated, but it is absolutely necessary to control. This paper prescribes a lifecycle approach to manage this pervasive issue.

Why Aren't They Coaching in the Call Center?
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 to address these inhibitors.