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| Welcome | New Articles | Regular Features |
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What's New "Erlang measurements - the customer prison" "Engaging the Customer- why Net Promotor Scoring is a better KPI". |
 KPI Seminar in Copenhagen - August 2016 Lær om brugen af Key Værdi Indikatorer, som hjælp til at synliggøre værdien af Kundeservice i resten af organisationen, samt brug af Net promotor Score. If you're interested please send us an Email to nk@. Learn how to use Key Value Indicators as a help to make visible the value of Customer Service to the rest of the organisation. |
| The KPI Corner. Help with your KPI's. A service to Customer Service managers. |
"Why Web-based
Self-service fails the customer" an interview. "Farewell to Customer Service-automated self-service center" |
 Jack
Welch Inspirational pagesPersonal view of The Call Centre Industry in South Africa |
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KPI-hjørnet.
F?hjælp med dine KPI'er. Service til danske kundeservice ledere |
Call Center Productivity Introduction to the Coaching Culture Call Center. |
 ""My personal support to America and the War against Islamic terrorism. |
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About Resource International |
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. |
| Contact us |
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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 |
| Speaking and Seminar services |
"The Flawed Business Model" - How Customer-Wallet Focus took over from Customer Focus". |
Call Centre Managers
Research Files Important research especially for Asia Pacific. Don't miss. |
| Legal |
Call Center Management – Taking the customer out of the service delivery equation soviet style |
Call Centre
Files Articles on operational issues. People Management & HR, Measurements & Controls, Technology & Software, Training & Job Enhancement. |
| Web Sponsorship | 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. | ||
| 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. |
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| 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. | |
| Why Customer Service Fails. | ||
 Myth & Reality about Contact Centres
in India |
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| The Toxic Call Center Not the way to go, but a route taken as a result of bad management practices. | ||
 Australian Call Centre boom, how it happened from
1996.. |
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| 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. | ||
