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- ACD Call Center Online Learning Center
Provides articles, reference books, benchmarking studies, vendor yellow pages, and updates on innovative technologies and best practices for call centers.
- Call Center News Service: CCNS Calendar of Events
Conferences, exhibitions, seminars, and meetings that showcase call center technologies and operating techniques.
- CallCenterBiz.com
BizSpace site geared toward Call Center and CRM managers and executives. Provides current industry news, a forum to interact with others in the industry, and a platform for e-commerce activities.
- CallCenterCAREERS.com
Employment website specializing in the call center and CRM industries. Call center jobs, extensive resume database, and job search agents. Calendar, news, and industry resources.
- CallCenterJobs.com
Career website dedicated to the call center, customer service, CRM, and telesales industry. Employers post jobs and search resumes to locate industry experienced job seekers.
- CallCenterOps
CallCenterOps.com provides information to those who are involved in real-time customer service via a call center or help desk.
- Callcentres.net
Provides specialized research, analysis, and industry information to the call center industry throughout the world. Includes news, research, forums, and product information.
- Commweb
News, technical resources, product reviews, and buyers guides related to networking, computer telephony, and call centers. Free topical e-mail newsletters.
- Computerworld: Customer Support Moves Overseas
"Two of the factors driving the growing interest in offshore call centers are declining telecommunications costs and maturing Internet technologies. Bandwidth costs, for instance, are dropping at a rate of about 60% per year...." (3/19/01)
- Darwin: Put Your Money Where Your Mouthpiece Is
"Companies spend a lot of money to acquire new customers. Poor service is the fastest way to lose them. Is your company's call center doing everything it can to keep its customers happy?" (2/02)
- Information Week: Call Centers: Here, There, and Everywhere
"(S)hifting from a single, company-based call center to multiple outsourced centers in several countries covering numerous languages...produces several key benefits: employee retention, streamlined operations and multilingual service." (10/23/00)
- Knowledge@Wharton: Telephone Call Centers: The Factory Floors of the 21st Century
"Millions of 'good' manufacturing jobs have fallen victim to automation and global competition, leaving many low and semi-skilled workers to turn to a 21st century replacement: the telephone call center." (4/10/02)
- New York Times: Smarter Call Centers: At Your Service?
"Helpful technology is arriving in the form of Internet-based software, which because of its standard protocols is easier to integrate with both call-routing systems and the corporate databases in which customer information is stored." Free registration required. (3/14/02)
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