Educate
The whitepapers, research reports, case studies and documents listed below provide information that will help you and your team make better informed decisions.
Whitepapers
- 2009 World of Work Insight
- 2009 Why Employer Branding Matters Now
- 6 Best-Practice Can Do's for Improving Performance
- Borderless Workforce White Paper
- China Talent Paradox
- Continuous Customer Dialogs
- Differentiation Through Service Excellence
- Engaging-the-Total-Workforce
- Fundamental of Contact Centre Analytics
- Generation Y NZ
- Go Green with Home Agents
- Home Based Agents and WFO
- How SIP and Web Services Transform Voice Self Service
- Managing a sustainable Customer Service - Contact Centre Delivery Programme
- NZ Generation Y client presentation Jul 06
- The New Agenda for an Older Workforce
- The Profit Minded Contact Centre
- Top Performing Team Leaders
- Twelve Ways To Keep Best Employees
- Why CRM Failed The Customer
CCiNZ Education Resources brought to you by:
Links to Contact Centre Whitepaper Libraries on other sites
Surveys
New Zealand Case Studies
Tools & Forms
- Erlang C Calculator freeware version via Kooltoolz
- Erlang C calculator with Microsoft Excel
- Customer Service Audit Snapshotz
Quality & Benchmarking
- NZ CRM Contact Centre Benchmark for Quality Evaluations
- Customer Experience 2008 Harris report
- Avaya Contact Centre Consumer Index APAC
- Avaya Contact Centre Consumer Index Report New Zealand
- Avaya Contact Centre Consumer Index Australia
Legislation Guides