White Papers & Articles

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Whitepapers and Articles

The CVP team is known for their thought leadership and in-depth industry expertise. We are continually adding to our library, wishing to share our insights with others. CVP invites you to view articles we have written and download our highlighted white papers:

White Papers

Analysis Before Technology – Improving the Contact Center New!
By Len Goldman
Fusing Business and Technology Governance through a Strategy Management Office New!
By Anirudh Kulkarni
We’re Not Responsible – Are We? Managing Third Party Information Risk New!
By Eric L. Tompkins
Cyber Incident Readiness: Aligment with the National Cyber Incident Response Plan New!
By Eric L. Tompkins
Getting to the Clouds: Risk Factors Driving toward Server Consolidation / Cloud Computing
By Eric L. Tompkins
Calibration: The Missing Link to Quality
By Georgianna Crosby
Multi-Channel Strategy Design, Development and Deployment
By Georgianna Crosby
The Key to Optimizing Organizational Performance
By Mai-Lan Dunlop, Hank Fowler, Josh Hodges, and Erica Maloney
Self-Service and CSAT
By Len Goldman
Customer-Centricity: What Does It Really Mean?
By Neal Thurman
Performance Management in a Health Care Call Center Environment
By Christina Parsons
Digital Asset Management: IT Strategy Best Practices
By Anirudh Kulkarni
The Economics of Lifetime Value: Predictive Modeling Using Survival Analysis
By Matthew S. Mickelson
Tackle the Data Deluge
By Mark Albala
Moving SaaS and On-Demand from Dream to Successful Reality
By Balaji Ramanujam

Articles

Challenge Your Market Permission
CRM Magazine, Anirudh Kulkarni
Give Customers What They Don't Expect
CRM Magazine, Anirudh Kulkarni
10 Factors to Consider When Choosing an IVR System
InsideCRM, Balaji Ramanujam and Len Goldman
"On-Demand" Demands Another Look
CRM Magazine, Balaji Ramanujam