Call Center Managers Forum


Welcome	New Articles	Regular Features
	What's New	København den 21-22 September Konferencen: Anbefaler dine kunder dig & din virksomhed? Net Anbefaler Score er den eneste entydige indikator, der angiver en virksomheds fremtidige vækst og overskuds potentiale. LEGO, GEHealthcare, Allianz & eBay fortæller om NAS og hvordan modellen hjælper med til at kundevende hele virksomheden. Internetregistrering mbce.dk
The KPI Corner. Help with your KPI's. A service to Customer Service managers.	"Why Web-based Self-service fails the customer" an interview.	Jack Welch Inspirational pages Personal view of The Call Centre Industry in South Africa
KPI-hjørnet. Hjælp med dine KPIer. Service til danske kundeservice ledere	"Farewell to Customer Service-automated self-service center"	"We're all Americans" My personal support to America and the War against Islamic terrorism.
About Resource International	EBITDA -CAC - Adding value to the corporate balance sheet	The Case Files Real case stories, starting with the famous GE-Call Centre files. White Papers, Call Centre studies from around the World.
Contact us	Sad anecdote - Dell Help D India	Managers Files How to get a grip on the job of Call Centre Manager. Articles new and old relating to the many skills required to run a successful Call Centre
Speaking and Seminar services	"The Flawed Business Model" - How Customer-Wallet Focus took over from Customer Focus".	Call Centre Managers Research Files Important research especially for Asia Pacific. Don't miss.
Legal	Call Center Management – Taking the customer out of the service delivery equation soviet style	Call Centre Files Articles on operational issues. People Management & HR, Measurements & Controls, Technology & Software, Training & Job Enhancement.
Web Sponsorship	The growing pains of India's Contact Centre Industry	Managers Bookstore - White papers, research & reports. New items added weekly.
	First Call Resolution	Call Centre Links Comprehensive list of rated Call Centre related sites. As more sites get added, only top rated sites will be listed
	Myth & Reality of ROI's	CRM & Call Centres - The Internet Enabled Call Centre. The facts, the Visions & where we go from here.
	Value Creation in Call Centres.	Benchmarking in Call Centres. A Comprehensive guide of how to improve your Call Centre.
	British Airways - Customer Service at its worst	Why Call Centres Fail. A Case study of 126 Call Centres. Food for thought.
	Call Centre Improvement series. Articles aimed at providing specific Know How to managers;	Bibliography ( New Books ) & Archive Continually updated list of books on Call Centres, Telemarketing, Customer Service and Help Desks. The Archives include all articles previously published on this site.
	Unions & Call Recording. Benefits of Call Recording	Call Centre (Management) Associations. Here we list CCMA's from countries all over the world with links to their homepage. Included is networking groups, informal councils, clubs.
	Monitoring & Call Evaluation Model. A practical introduction 'how to use Monitoring to improve Call Outcome'.	Analysis of Employee Turnover & Job Performance for Call Center Representatives review of this interesting study
	Brisbane City Council Call Centre Case-study. World Class Customer Service.	Statistics for the Call Center Industry (US). This collection of call centre research (true/false) is the most complete overview ever published.
	Why Customer Service Fails.
	Myth & Reality about Contact Centres in India
	The Toxic Call Center Not the way to go, but a route taken as a result of bad management practices.
	Call Center Productivity Introduction to the Coaching Culture Call Center.
	Australian Call Centre boom, how it happened from 1996..
	The Death of Call Quality Monitoring (sporadic call monitoring). How Quality lost its meaning.
	Other Articles of Interest
	Customer don't like talking to machines - Mintel GB research on consumers view of IVR + predictions on call centre growth.
	Customer Complaint Handling US Federal Benchmarking Consortium Study Report.