Discussion Forum (18)

Featured Discussions

Only Educational Postings

Members, this site is for posts that are educational.  We are here to help each other learn.  So, please note that your post will be delete…

Started by Kathryn Jackson in MiscellaneousLatest Reply

Mach4um Guidelines

We established Mach4um with one primary business rule. Members aren't to present "blatant sale pitches" in forum discussions, blogs, commen…

Started by Kathryn Jackson in MiscellaneousLatest Reply

Categories Discussions Latest Activity

Available Resources

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

123 Feb 17, 2016
Need a campaign or BPO project
by Damien


Helping each of us become better leaders.

23 Aug 26, 2011
Reply by Henry Milton

Rants and Musings

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

146 Jun 5, 2009
"Well, this day was a total waste of make-up"
by Paul Roemer

Customer Experience

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

50 Apr 3, 2014
Reply by Clark Wings

Jobs Opportunities

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

0 No activity yet

Villains that Steal Customer Contact Success: Book Series

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

12 Sep 11, 2008
Sparky: Villain Book Series - Chapter Two Part Four
by Kathryn Jackson

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.

1 Sep 28, 2009
Reply by Darren Prine

Measures and Standards

Measurement, metrics, KPIs, performance standards

19 Jan 23, 2014
Schedule Adherence Policy
by Samantha Pennington

Benchmarking and Best Practices

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

33 Nov 10, 2010
Reply by Michael Dowrich


Designing, evaluating, implementing a contact center strategy

23 Jan 29, 2014
New Call Center
by Yasmine Bisumber

Operations and Management

Topics related to running a contact center day to day operation

79 Mar 6, 2013
Does anyone mind sharing their contact center's inclement weather policy?
by Hope Pace

Sourcing - Outsourcing, Insourcing, Off Shoring, BPO

Anything pertaining to sourcing customer contact resources

17 Oct 5, 2017
Energy Leads Generation
by Keith Hernandez

Customer Service, Satisfaction, Loyalty

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

52 Jan 17, 2011
Reply by Ronnie Jones

Human Resources

Pertaining to managing the human resources of the contact center

56 Jan 27, 2011
Classic Article on Rewarding Employees
by Kathryn Jackson

Employee Satisfaction and Loyalty

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

10 Mar 12, 2010
Reply by Bill Haeffner


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

21 Mar 17, 2010
Reply by William Leinweber


Discussions about contact center technology

79 Feb 14, 2013
Reply by Mathew Murphy


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

31 Jan 29, 2014
New Call Center
by Yasmine Bisumber


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