| Regular Features |
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"KPI 2 day Seminar" to be held in
Amsterdam (14 & 15
April), Brussels (16 & 17 April),
Oslo (25 & 26 April) and
Copenhagen (5& 6 May).
Use link
The Case Files
Real case stories, starting with the famous GE-Call Centre files. White
Papers, Call Centre studies from around the World.
Jack Welsh Inspirational pages. |
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Personal
view of
The Call Centre Industry in South Africa
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" We're
all Americans ". My personal support to America and
the War against Islamic terrorism. |
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The Case Files
Real case stories, starting with the famous GE-Call Centre files. White
Papers, Call Centre studies from around the World.
Jack Welsh Inspirational pages. |
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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 |
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Call Centre
Managers Research Files
Important research especially for Asia Pacific. Don't miss. |
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Call Centre Files
Articles on operational issues. People Management & HR, Measurements
& Controls, Technology & Software, Training & Job Enhancement. |
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Managers Bookstore -
White papers, research & reports. New items added weekly. |
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Call Centre Links
Comprehensive list of rated Call Centre related sites. As more sites get
added, only top rated sites will be listed |
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CRM
& Call Centres - The
Internet eNabled Call Centre.
The facts, the Visions & where we go from
here. |
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Benchmarking in Call Centres. A
Comprehensive guide of how to improve your Call Centre. |
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Why Call Centres Fail. A Case
study of 126 Call Centres. Food for thought. |
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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. |
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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. |
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Analysis of Employee Turnover
& Job Performance for Call Center Representatives review of this
interesting study |
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Statistics for the Call
Center Industry (US). This collection of call centre research (true/false) is
the most complete overview ever published.
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