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Whitepapers

• Contact Center Modernization: Assessment

• Contact Center Virtualization

• Improving Contact Centers Through Operational Processes

• Integrating Service And Sales In Customer Relationship Management

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2009 Presentations

• Driving Value into the Customer Interaction

• Lisa Mazzenga, QVC

• Networking Experts: Future Proofing Your Contact Centre Strategy.

• I’M THE CUSTOMER – GET ME OUT OF HERE! by Paul Cooper

• ASOS paper

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Videos

• Creating A Customer Centric Organization (Essential In Downturns Or Upturns!)

Simon Calver, CEO, LOVEFiLM

• Mike Harris on Customer Engagement and Loyalty

Mike Harris, Founding CEO, First Direct & Egg Plc

• Simon Calver on customer driven innovation and organizations

Simon Calver, CEO, LOVEFiLM

• The Customer Experience Exchange 2008 Video
• What it Takes to Lead: It's Not Being Loud!

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Articles

• Best Practices in Call Center Recruitment: Stop Trying to Understand Why Call Center Representatives Are Quitting
• Customer Feedback is a Two-Way Speech

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