New articles :
to customer service - The automated self-service center.
Merchant Global Benchmarking report (this trend setting study on its 12th year will continue be
influential in spotting new trends in technology & management
"EBITDA-CAC"- Customer Service key role in improving Corporate
Flawed Business Model- How Customer-Wallet Focus took over from
anecdote from Dell Help D in India
Soviet Style Call
The growing pains of India's
Contact Centre Industry
First Call Resolution -an introduction to Quality Management
The Myth of
Customer Loyalty & Customer Retention.
Life experiences in moving to IP Telephony. ( Source
The Global Contact Centre
- take part and get a better idea of where you stand. You can
get pdf file here.
& Reality of ROI's in Call Centre Investments.
Call Centre Industry Overview
- a powerful presentation by Rod Jones on May 11th at CCNG Yearly Awards Dinner
Outsourcing of Call Centers by Rob
Creation in Call Centers
Airways - Customer Service at its worst
for your Call Center
Death of Call Quality Monitoring. How quality lost its
& Call Recording. Benefits of Call Recording
Customer Service Fails.
& Call Evaluation Model. A practical introduction 'how to use Monitoring
to improve Call Outcome'.
Contact Center Migration
- the best researched and presented CASE report I have seen.
New Sections on this web
offers "Call Centre on demand"
I. The KPI Corner. real help to develop
real metrics for you service centre. (English
II. Call Centre Improvement Series
III. Statistics for the Call Center
Industry (US). This
collection of call centre research (true/false?) is the most complete overview ever
published. ( source: Call Center News).
- Section on Internet enabled Call Centres.
Study of ASIAN
growth markets - review.
Cold Calling -
How to improve results.
of South Africa's Call Centre Industry
Story of Lufthansa's Global Telesales Centre
in Cape Town, SA
great productivity MYTH
about Call Centres in India
The Australian Federal
Court issued a ruling in favour of Stellar, the
joint-venture out-sourcing company (22/2/01).
IBM's Corepoint obituary.
The rise and fall of Corepoint.
of a 10 Months study for the American Banking Association by FTR Inc.
Interesting Cases or Articles:
World-Class Call Centers: Site Visit Findings"
Interesting US study of well known companies. (Click
here ). Cost us$2000, but summary has some vital points.
Brisbane City Council Call Centre.
A Case study and a Rating.
City Councill Call Centre. A case presentation