Downloads
We have some interesting and insightful downloads available on registration. Please scroll to the bottom of this page to register.
In the meantime, you're very welcome to download a pdf version of our Agent Sensei Brochure immediately.
Agent Sensei Brochure
Click here to download (436 Kb / pdf)
2008 Contact Centre Survey: Improve Service, Reduce Costs
Last year, our survey focussed on what can be done to improve the customer experience with contact centres. Our survey this year maintains the same focus on customer satisfaction but now reflects the economic climate with the added challenge of reducing operating costs at the same time!
Contact Centre Survey: Low Customer Satisfaction
Our fascinating and revealing survey into the reasons for such low customer satisfaction with contact centres and what can be done to counter the negative images and customer churn
NEW! White Paper: The Perils of Self-Service
More and more organisations are looking at self-service options for customers, ostensibly to provide flexibility but clearly also to reduce costs. We look at the risks of this strategy and show how to mitigate against them.
White Paper: Growing Pains
An everyday story of a contact centre's struggles witrh CRM
White Paper: Knowledge Decay
A White Paper describing the phenomenon of Knowledge Decay, the inevitable consequence of traditional training methods and staff turnover. Read why putting knowledge into agents' heads is both expensive and ineffective
Coming Soon: A New Way to Improve First Call Resolution Rate
Learn about a new approach to improving the most significant contact centre key performance indicator
Coming Soon: The Viability of Multi-Skilling Contact Centre Agents
Discover a solution to the perennial challenge of multi-skilling your agents, improving productivity and reducing contact haandling costs
Note: you must register with a valid email address since we'll send you an activation email. We will never sell your email address to a third party.
Email: info @ sks-solutions.com Phone: +44 8456 430 340 Fax: +44 8456 430 399