Discussion Forum

Available Resources

Links to and descriptions of available resources for call center, contact center, and customer experience (research, newsletters, webinars, white papers, etc.) View Discussions


Helping each of us become better leaders. View Discussions

Rants and Musings

Exactly as it says...member rants and musings. View Discussions

Customer Experience

Discussions and resources pertaining to the design, implementation and management of the customer experience in the contact center and enterprise. View Discussions

Jobs Opportunities

Want to find someone for a job? Looking for a job? View Discussions

Villains that Steal Customer Contact Success: Book Series

The Ten Most (Un)Wanted Villains in the Contact Center By Kathryn Jackson with Margaret Newton View Discussions

Member Articles and Presentations

Member written articles and presentations. If you have written something for contact center / customer experience and you'd like to share it, please attach it here. View Discussions

Measures and Standards

Measurement, metrics, KPIs, performance standards View Discussions

Benchmarking and Best Practices

Comparing your center to others, performaning gap analysis, and implementing best practices View Discussions


Designing, evaluating, implementing a contact center strategy View Discussions

Operations and Management

Topics related to running a contact center day to day operation View Discussions

Sourcing - Outsourcing, Insourcing, Off Shoring, BPO

Anything pertaining to sourcing customer contact resources View Discussions

Customer Service, Satisfaction, Loyalty

Any discussion or resource pertinent to providing service to customers, measuring and managing satisfaction and loyalty. View Discussions

Human Resources

Pertaining to managing the human resources of the contact center View Discussions

Employee Satisfaction and Loyalty

Any discussion or resource pertaining to employee satisfaction and loyalty measurement and management. View Discussions


Any discussion or resource for training in the contact center or enterprise. View Discussions


Discussions about contact center technology View Discussions


Any topics that don't easily fall under other topics. View Discussions

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