Articles
of general interest to Managers
to submit articles email editor@callcentres.com.au
1.
Call Centre Improvement Series (
11 articles ) by Editor Niels Kjellerup
1a. Why
Customer Service Fails
1b. Unions and Call
Recording
1c.
The Death of Call Quality Monitoring
1d.
Value Creation in Call Centers
1e. First Call
Resolution
1f. The Myth and
Reality of ROI in Call Centre Investment
1g. Soviet
Style Call Center Management
2. Farewell to
customer service - the automated self-service center.
NEW
2a.
The Flawed Business Model- How Customer-Wallet focus took over
from Customer Focus.
3. The
Myth of Customer Loyalty and Customer retention.
4. Perspectives of the Australian Call
Centre Boom. by Editor Niels Kjellerup
5.The
Coming Call Centre Boom in Asia. by
Editor Niels Kjellerup
6.
Successful Teams interview with John
Wilfore GEBIC
6a.
Strategic Leadership Practices for your Call Center by
Cynthia Currie
6b.
How 'Listening In' Keeps the Customers happy by Nick
McLean
7,
Brisbane City Council Call Centre - a case study
8. Call Center Productivity by Editor
Niels Kjellerup
9.
Outsourcing the Customer Contact by
Editor Niels Kjellerup
9a The Outsourcing Advantage
presented
by Zacson Corporation
9b
Offshore Outsourcing of Call Centres by Rob
O’Malley of Asian Call Centres
10.
Why Call Centres Fail.
by Editor Niels Kjellerup
11. Call Centre Sales & Service. How to
improve quality by Bob Stevenson
12. Help Desk & Call
Centre a comparison by Noel Bruton
13. The Call Centre Managers Job by Editor Niels Kjellerup
14. False Benchmarks by Editor Niels Kjellerup
15. Burnout -The Reality
and Myths by Editor Niels Kjellerup
16.
Call Centre Productivity & CRM -7 great articles by
G.
Williams & M. Cusack.
17. Help Desk - Insightful articles.
18. People Skills a Wasted Resource by Allan
Horseley MD, ATUG
19. Call Center Staff Turnover - a remedy by
John F. Binning & Anthony J. Adorno, The Human Resource Group
20. Call Centres and CTI ,
a collection of articles
21. Introduction to Database Marketing
by Robert Shaw ( Andersen Consulting) in Montreux
22. Size Matters. Looking at Call Centre
Dynamics by Sean McPheat, UK.
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