Resource Library

Downloadable information, articles and and white papers detailing our company, our services and our approach to building value for clients. We welcome your feedback and contributions. Let us know what items you find especially useful, and how we can improve the Library.

Company Information:

Intervox Group Overview (10 slides)
Intervox Group Overview (1 page)

Services Data Sheets:

Contact Center CATScan (1 page)
Contact Center Report Card (1 page)
Contact Center Vulnerability Assessment (1 page)
Customer Value Optimization (1 page)
VoIP Readiness Assessment (1 page)

White Papers (requires contact information. Click for form)

Customer Value Optimization: A methodology for improving customer experience, loyalty, and lifetime value (21 pages)
Proving your Contact Center's ROI with Activity Based Cost Analysis: Understanding, measuring and presenting contact center performance in business and financial terms (19 pages)
Customer TouchPoint Mapping: An essential foundation for Improving customer experience and value (15 pages)

Articles:

"Why the Call Center is a Strategic Asset" (December 2005), Call Center Magazine (3 pages)
CTI: Costly But Worth It (July/August 1999), Operations and Fulfillment Magazine (9 pages)
When the Walls Come Tumblin' Down (January 1998) Interface Magazine (3 pages)

"Eagles of a Feather" (tm) Executive Symposia:

Putting Your Customer into Your Corporate Strategy (March, 1998, San Francisco)
Using Technology to Get Close to Your Customers (November 1998, Stanford University)
Using the Internet to Build Customer Loyalty (April 1999, Stanford University)

Newsletter Archive:

Q1 2006
- The Big Idea: Your Contact Center: Driver of Enterprise Value
- First Person: How I Eliminated 25% of my Contact Center Costs
- Unfair Advantage: How to Uncover Hidden Costs in Your Contact Center
- Pracical Wisdom: A Shortcut to Customer Intimacy
- The Details Matter: Is Your IVR Sabotaging Your Brand?
- What's Hot: VoIP -- What You Should Know
iLink archive (Affiliates)

We invite you to learn more about our vision, our people, and our services. You can contact us directly at 415-925-1515, or online.