White papers
Varney and the new Performance Framework for Public Sector contact centres
All publicly funded contact centres need to be accredited by December 2008. To achieve this they will need to prove that they are complying with the new Performance Framework for public sector contact centres. Our White Paper summarises the Varney Report and government guidance on the new performance framework, benchmarking and accreditation requirements.Implementing Varney - a White Paper for public sector contact centres
Using IVR survey technology for Market Research
IVR survey solutions can be used very effectively as an alternative or to complement online surveys and other market research methods. This paper outlines the benefits of using IVR for market research, and how it works in practice.Using IVR surveys for Market Research - White Paper (PDF)
Using IVR surveys for Market Research (html)
Measuring the Quality of the Call Centre Customer Interaction
How measure the quality of the customer interaction in the contact centre? This paper outlines the methods typically used by contact centres, and discusses the potential for using customer feedback gained via post call IVR surveys to drive service improvements.Measuring the quality of the call centre customer interaction - White Paper (PDF)
Measuring the quality of the call centre customer interaction (html)