Call Center Managers Forum - The Case Files


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 The Case Files
From The GE Case Files Applying phone channel strategies to 1) selling, 2)customer service, 3) lead qualification, 4) using TM for competitive advantage, 5)developing Business to Business TM, 6) real-time-marketing -beyond TM.

Successful Teams ;interview with John Wilfore, ex-manager of GEBIC.

Staff Turnover - Friend or Foe by John Carver Manager of Call Centre MasterCard Division Bank of Montreal 


USA DMA adopts strict guidelines for Predictive Dialling 1999

Predictive Dialers get the Wake-up Call. The UK DMA issues tough NEW Code for use of Predictive Dialers in April 97.

TARP 1997 Teleservice Benchmark Studies. Read the Review here.

Analysis of Employee Turnover & Job Performance for Call Center Representatives review of this interesting study 

Telemarketing & Privacy

Report by AUSTEL 1995.Very long and formal, but a must for a Call Centre Manager in Australia

Direct Insurance - learning from the Eu experience. An overview article by Elizabeth Stevens.

US Direct Marketing survey White Paper - Excerpts re Telephone Marketing.1) DMA 1997 & 2) DMA 1996

Customer Service Recovery. Ansett Australia presents a first.

Successful use of the Phone Channel Short stories about companies- Otto Versand, Viking Office Supply and Qantas Reservation

Two Australian Call Centre Surveys 1997.

Speech Recognition. How Telia, the Swedish Phone Co increased Directory productivity

Virus & Email
Australian Communication Industry Forum release draft on Privacy Code. Read Press release here or download Draft of Code here.

Auckland City Councill Call Centre. A case presentation



Last updated on
April, 2016

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