Papers and Articles  
 
Customer Relationship Metrics routinely writes research papers and various articles on contact center related topics.  A complete listing and videos can be found at www.metrics.net/articles.asp. 

Our top requested items:

• EQM and the Impact on First Contact Resolution
• Monitoring Isn't Enough to Answer the Quality Question
• Agent Customer Feedback and Staying out of Court
• Are You Guilty of Survey Malpractice?
• First Call Resolution-It's Impact and Measurement
• Is Your Customer Part of Your Benchmark Process?
• Maximize your ROI on Contact Center Surveying
• Out with the Old, In with the New: New Metrics No Contact Center Manager Can Live Without
• Real-time Survey Alerts: A Voice of the Customer "Must Have"
• Survey Channel Slamming: Common Sense in Surveying isn't so Common
• The Research Proves It...We Cannot Wait to Measure the Customer Experience