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This Lens is an extensive source of information on Call Centers, Contact Centers and all business, human and process related practices.
This Lens contains short articles and useful links on the following topics:
- Call Center Basics & Metrics
- Call Center Techniques & Software
- Call Center Suppliers of Hardware & Software
- Call Center News and Market Development
- Call Center Training & Coaching
Uselful Links: Call Center Basics
- Quantitative management of call centers
- Research on call centers by the Optimization of Business Processes research group at the Free University of Amsterdam. (VU)
LOTS OF USEFULL ARTICLES! - CCmath
- Call Center Calculators
- Strativity Group
- Very useful website from the inventors of Customer Experience Management (CEM), the new CRM strategy by guru Lior Arussy.
Call Center Suppliers Links
- Avaya: Business Telecommunications
- Business communications technology from Avaya, a leading telecommunications company.
- Aspect
- Contact Center Solutions for Customer Service
- Wicom Communications
- Wicom Communications is the leading European provider of IP contact center and enterprise communications software solutions for fixed and wireless network environments.
- NICE Systems
- NICE provides quality monitoring, management and insight from interactions using advanced analytics, video and public safety solutions.
- Mitel Networks
- Mitel Networks: IP telephone systems and solutions
Random Squidoo Links
- Datapoint
- Provides call center management services.
- Call Centre Association
- UK trade association representing the call and contact centres.
- 800 Adept
- Offers call routing technology for dealer locator Allows customer calls made to centralized toll free number to be automatically and accurately distributed to a geographically appropriate dealer or call center.
- Comsys Multi Media Services
- Automated and multi media telecommunication service platform for self-help and high response inbound or outbound campaigns. Utilization of IVR, call and contact centre technology, text-to-speech, speech recognition, SMS, fax, email and access numbers.
- Frank Solutions
- Provider of interactive voice response (IVR), voice recognition, computer telephony, interactive web response and e-commerce software solutions to government, utility, insurance and higher education marketplaces.
- White Pajama
- Web-hosted applications service provider of customer contact center solutions with integrated interface for all channels of customer contact such as phone, email and web chat.
- Asian Call Centers
- Offshore call centre providing outsourced Call Center services based out of the Philippines.
Contact Center RSS
Fetching RSS feed... please stand byUseful Call Center Start Pages & Communities
- Teleplaza Directory
- Very Useful! Teleplaza Directory, Call Centers: Software | Services, Contact Centers Customer Service & Telemarketing software, contact technology, consultants, call center outsourcing | call management solutions.
- ContactCenterWorld.com
- Contact Center Portal with many, many links and articles. (Paid Subscription for full access)
- Call Center Guide
- Call Center Guide - Source for call center outsourcing, services, news, software, technology, jobs, solutions.
Links per category to suppliers. - Call Center Learning Center
- The online resource for call center management and operations.
A good place to start.
Helpful Call Center Books
The Executive Guide to Call Center Metrics
Amazon Price: $23.07 (as of 12/04/2009) 
Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy
Amazon Price: $29.16 (as of 12/04/2009)
How to Become a GREAT Call Center Manager
Amazon Price: $9.95 (as of 12/04/2009)
How to Conduct a Call Center Performance Audit: A to Z
Amazon Price: (as of 12/04/2009)
Call Center Staffing: The Complete, Practical Guide to Workforce Management
Amazon Price: $39.95 (as of 12/04/2009)
Call Center Forecasting and Scheduling : The Best of Call Center Management Review
Amazon Price: $16.95 (as of 12/04/2009)
Call Centers For Dummies (For Dummies (Computer/Tech))
Amazon Price: $16.49 (as of 12/04/2009)
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