A Great source of information for those looking for everything about Contact Centers.
This Lens contains short articles and useful links on the following topics:
- Contact Center Basics & Metrics
- Contact Center Techniques & Software
- Contact Center Suppliers of Hardware & Software
- Contact Center News and Market Development
- Contact Center Training & Coaching
Useful Links: Contact 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)
- Call Center Outsourcing, Services, Jobs, Technology, Training, Inbound, News
- Call Center Guide - Your source for call center outsourcing, services, news, software, technology, jobs, solutions.
- Strativity Group
- The Inventors of Customer Experience Management (CEM). Very Useful Site by CEM guru Lior Arussy.
Contact Center suppliers Links
- Avaya
- Business communications technology from Avaya, the leading telecommunications company.
- Aspect
- Contact Center Solutions for Customer
- Wicom
- Wicom Communications is the leading European provider of IP contact center and enterprise communications software solutions for fixed and wireless network environments. Wicom offers an open all-IP communications server architecture for unified queuing, prioritizing and routing for all contacts.
- Nice
- NICE provides quality monitoring, management and insight from interactions using advanced voice and screen analytics solutions.
- Effecta Learning
- Effecta Learning is specialized in training and e-learning for contact center, crm and telephony solutions.
Contact Center News
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.
Contact Center Resources
Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy
Amazon Price: $26.37 (as of 12/29/2009) 
Managing and Motivating Contact Center Employees : Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff
Amazon Price: $23.07 (as of 12/29/2009)
The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation
Amazon Price: (as of 12/29/2009)
Contact Center Management "By the Numbers"
Amazon Price: (as of 12/29/2009)
Call Centers For Dummies (For Dummies (Computer/Tech))
Amazon Price: $16.49 (as of 12/29/2009)
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