Our contact center community knowledge exchange enhances your call center's performance and ensures a quality customer experience.
Links to and descriptions of available resources for call center, contact center, and customer experience (research, newsletters, webinars, white papers, etc.)
Helping each of us become better leaders.
Exactly as it says...member rants and musings.
Discussions and resources pertaining to the design, implementation and management of the customer experience in the contact center and enterprise.
Want to find someone for a job? Looking for a job?
The Ten Most (Un)Wanted Villains in the Contact Center By Kathryn Jackson with Margaret Newton
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.
Measurement, metrics, KPIs, performance standards
Comparing your center to others, performaning gap analysis, and implementing best practices
Designing, evaluating, implementing a contact center strategy