Case Studies
http://www.usan.com/case-studies/usan-automates-certegys-lead-generation-and-check-verification-services/
http://www.shl.com/us/results/roi-calculator/turnover-calculator/
http://www.envisioninc.com/about-us/customers/alaska-airlines.aspx
http://www.icmi.com/~/media/Files/Consulting/Case-Study/ICMI_Calculator-CaseStudy.ashx
e-books
http://metrics.net/contact-center/quality-assurance-transformation-ebook/
http://metrics.net/analytics/speech-analytics-secrets-ebook-quality-assurance/