RXP White Papers

RXP White Papers contain thought leadership and knowledge on particular subjects - these have been built up by our consultants working in the Contact Centre industry over a number of years. All our views are independent - we are not pushing the products of technology suppliers or outsourcers, rather we are illustrating the potential that these developments can provide, allowing you to decide whether they are right for your organisation.

There are many white papers available for you to download free of charge. Choose from:

Apply the benefits of flexible rostering by implementing home working in your call centre - find out why this really is a breakthrough solution for these post recession times
How to buy consultancy and get the best value from consultants - the key questions to ask potential consultancy companies, the different pricing models used and the best contract components.
Self motivated Agents looks at the latest technology solution that allows Agents to see the rewards of their efforts immediately so they naturally work harder; remain with their employer longer and take better care of your customers.
Multi-channel management allows IT Managers and Contact Centre Managers to improve the management of e-mails, both operationally and technically, as part of an integrated multi-channel Contact Centre.
Performance Management helps you to identify the Key Performance measures for your operation, balancing effectiveness as well as efficiency factors so that you can collate the right management information.
Outsourcing provides you with all the information that you you need to decide if the outsourcing is the right strategy for your organisation to manage its customer contact.
Call Quality helps you to understand why call quality is an important factor in the success of running a call centre operation and, more importantly, what you can do about it.
Lean Call Centre provides you with an approach that you can adopt to reduce or eiminate unwanted contacts from your operation - such as progress chasing or requests to correct errors and mistakes.
Local Authority Customer Transformation addresses how public sector councils are creating Customer Service Centres in order to provide new streamlined methods of citizen contact - by telephone, email and face-to-face.
National Indicator14 - reducing avoidable contact helps Contact Centre Managers in the public sector to understand the relevance of NI14 in how they measure and manage their operations so that they can achieve a step level improvement in Customer Experience.
Effective Training & Coaching helps you to understand how you can use training and coaching in new and innovative ways to underwrite the success of running a call centre operation.
Improving Customer Experience in Sport informs you on why managing customer expectations has a key role to play for sports clubs and leisure sector operators - encompassing all forms of contact from face-to-face; web; telephone and email.
Mystery Shopping helps you understand how you can use Mystery Shopping to understand Customer Experience in your call centre.
Retail Research into 25 leading UK retailers where we have used our ‘expert review’ methodology to look at both the online and offline customer support received

Having read these white papers then please Contact Us to see how we can help you to implement improvements to your operation in these areas.