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|Welcome||New Articles||Regular Features|
KPI-hjørnet. Få hjælp med dine KPI'er. Service til danske kundeservice ledere
|What's New||Keep improving your Key Value Indicators. Here we announce when we have new seminars.|
|The KPI Corner. Help with your KPI's. A service to Customer Service managers.||"Why Web-based Self-service fails the customer" an interview.||
Welch Inspirational pages
Personal view of The Call Centre Industry in South Africa
|"The Flawed Business Model" - How Customer-Wallet Focus took over from Customer Focus".||
My personal support to America and the War against Islamic terrorism.
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.
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||
Call Centre Managers
Important research especially for Asia Pacific. Don't miss.
Articles on operational issues. People Management & HR, Measurements & Controls, Technology & Software, Training & Job Enhancement.
|Web Sponsorship||Why Customer Service Fails.||Managers Bookstore - White papers, research & reports. New items added weekly.|
Call Centre Links
Comprehensive list of rated Call Centre related sites. As more sites get added, only top rated sites will be listed
|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.|
|The growing pains of India's Contact Centre Industry|
Myth & Reality about Contact Centres
Sad anecdote - Dell Help D 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.|
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