The Global Association for Contact Center Best Practices & Networking

Our extensive collection of case studies illustrates best industry practice and how you can improve your contact center performance. Case studies are listed by the company they relate to, not who submitted them. Case studies are shown in order of date published with the most recent showing first.

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	Do more with your Recordings The contact center is sitting on a reservoir of terabytes of useful information. Are you making the most of it? Author: HigherGround, Inc. Published: August 24, 2010
	Home-Based Agents Don't Degrade Quality Remote agents and virtual centers are a small but growing component of the industry, especially in the more mature markets - want to know more? Author: HigherGround, Inc. Published: August 11, 2010
	Sappi Fine Paper "R&R" usually means Rest & Relaxation – but when it comes to the call center services OnBrand24 provides for Sappi Fine Paper, it stands for Responsiveness & Relationships. Author: OnBrand24 Published: August 4, 2010
	arvato services group arvato services, an outsourced service provider for solutions in the fields of customer communication, financial services and supply chain management, uses the workforce management solution InVision Enterprise WFM for the demand-oriented multi-site staff scheduling of seven interconnected international service centers (Argentina, Estonia, India, Morocco, the Netherlands, Sweden Author: Invision Software AG Published: February 24, 2009
	Portima Portima’s Brokers Contact Center is a multimedia contact center for insurance brokers. When they needed some technology solutions they turned to Altitude. Author: Miguel Lopes, Altitude Software Published: November 28, 2008

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