White Papers & Knowledge Documents
ZRG shares a wealth of information with a series of knowledge documents

ALL ABOUT THE CONTACT CENTER
Setting up a call center is task that involves a variety of areas. Knowing the key areas can help you save time and money.

OPERATING MULTIPLE BRANDS FROM A SINGLE CONTACT CENTER
What if your organization is operating more than one brand or is running more than one independent companies with each entity having its own distinct identity, brand, jingle and telephone numbers? Now imagine that each of these entities requiring a call center! What would be the right approach?

DISASTER RECOVERY FOR THE CONTACT CENTER, ARE YOU READY?
Customer satisfaction relies heavily on whether he can get through to an agent and once he makes that connection, if he is helped properly. Downtime whether due to a natural disaster or something man-made means a barrier in that connection or lack of proper information reaching customers. Downtime in a Contact Center can cause serious harm to a business. Find out what you need to know about disaster recovery and BCP for your contact center.

IMPACTFUL STAFFING STRATEGIES FOR YOUR CONTACT CENTER
Gone are the days of rigid workforce management where full-time schedules, traditional shifts and conventional agents dominated the call center scene. Today, many centers experiment and succeed with such things as split shifts, odd hours, virtual workers, and agents on loan. To best manage an always-dynamic workload and an increasingly-demanding customer base, leading call centers think outside the box and even the cubicle when it comes to agent staffing. Read more in this article.

CALCULATING AND MANAGING SERVICE LEVELS
How do you calculate the service level at your contact center? Do you divide by the number of answered calls, the number of calls offered (Answered plus Abandoned), or those that are answered and those that abandon after some set threshold? Options, options, options. What can you do?

MEASURING THE CONTACT CENTER PERFORMANCE AND METRICS THAT MATTER
The old days of measure everything that moves ended with the advent of customer relationship management nearly a decade ago. Today's top contact centers realize that, to be successful, they must be able to cut through the clutter of available statistics and data to find the metrics that truly impact and reveal key insights into the customer experience. Read this research paper to learn more.