Resources | White Papers

White Paper Overcoming the Challenges of Small Contact Centers
This white paper features key findings that we at CSG have uncovered during our consulting engagements with small contact centers. We discuss the common characteristics of these centers, as well as the eight biggest challenges facing small contact centers today. We also identify the drivers behind those challenges and provide proven solutions to help managers of small centers overcome them.

White Paper Moving Metrics Into Action
This whitepaper touches on metrics from three different perspectives – the customer, the company and the real value. It has become an integral part of training programs for leaders in some of the world's most recognized call centers.

White Paper Looking Beyond the Queue
This whitepaper looks at the call center from a current day point of view – the value that is provided beyond just the typical "mechanics" that come out of the telephone and CRM systems.

White PaperThe Customer-Centric Contact Center: Creating Lasting Loyalty in a Multichannel Service World
Many companies talk about having a "customer-centric" focus, but few actually have the tools, processes and insight required to manage their customer information and intelligence with real-time precision. This white paper features the key tactics and strategies that the best contact centers in the world embrace to ensure that they forever remain close to their customers.

White Paper Seven Actionable Tactics for Critical Contact Center Improvement
Tim Montgomery outlines seven opportunities to improve your contact center operation, along with four steps to create your vision of a world-class operation.