Whitepapers

In this section you will find a selection of thought leadership whitepapers, best practices guides and product brochures covering a broad spectrum of call centre issues and challenges.

Customer Service
The Guide to a Black Belt in Customer Service
Best Practices in Inbound Customer Service
Business Solutions Guide - Innovations in Customer Segmentation
Big Solutions for Small Contact Centers

Interaction Management
Industry Insider Guide - Interaction Management
Customer Interaction Management Platform 7.0 Datasheet

Agent Productivity
Business Solutions Guide - Innovations in Agent Productivity

Agent Effectiveness
RXP Whitepaper - Call Quality
Guide to Contact Center Effectiveness
Your Agents Mean Business
Envision Click2Coach Datasheet

Business Intelligence
Leveraging the Business Intelligence Inside Todays Contact Centers
Genesys InfoMart Whitepaper
RXP Whitepaper ­ Performance Management
Building Performance Management Capabilities Whitepaper

Workforce Management
Next Generation Strategies for Managing Contact Centre Workforce
Industry Insider Guide - Workforce Management

Self Service
Industry Insider Guide - Self Service
Best Practices in Choosing the Right Voice Platform: Volume 1
Best Practices in Deployment of a Voice Platform: Volume 2
Best Practices in Post Deployment Operation of a Voice Platform: Volume 3
Genesys Voice Platform Datasheet

IP Call Centres
Industry Insider Guide - IP Call Centres
Building the Business Case for IP Call Centres
Genesys IP Contact Centre Datasheet

Managed Services
Industry Insider Guide - Managed Services

Regulatory
Is The Number Up For 0870?