As the largest 100% employee-owned US call center we have the resources to explore many topics affecting our partners’ businesses.
We provide in-depth, unbiased insight valuable to any business contemplating outsourcing contact center functions, and we share these resources freely.
Read white papers on a variety of topics of interest to call center operators including:
ROI
Delivering the Promise and Value Through Outsourcing
by Tom Davis, CEO, USA800
This white paper explores the pivotal components required to deliver ROI through outsourcing and how to ensure accurate measurement to deliver ROI.
Sales Optimization
Optimizing Sales Performance in a Contact Center Environment
by Dan Quigley, CFO, USA800
This paper provides insight into how the contact center, when properly optimized, can exceed sales pwhile delivering an exceptional customer experience.
Technology
Technology - An Important Ingredient for Positive Results in Contact Center Outsourcing
by Tom Davis, CEO, USA800
Technology is an often overlooked contact center value component. This paper provides a 'state of the industry' and a comparison of outsourcers versus in-house centers related to technology.
Social Media
Integrating Social Media in the Contact Center to Deliver ROI
by Tom Davis, CEO, USA800
This paper provides valuable information on the impact social media has had and what it means to the contact center as another channel of communication.
Channel Optimization
Increasing Revenue through Direct Channels without Cannibalizing Retail Channels
by Christine Wright, CEO, Customer Contact Insights
In a tough economy there are no 'sacred' channels. This paper discusses processes for re-evaluating channel strategies regularly with a successful case study by USA800.