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Contact Centers
Survey: Call Centers Lack Adequate Disaster Recovery Plans
September 9, 2008 | MarketWatch.com
Empirix-Sponsored DMG Consulting Research Study Finds 20% of Participating Companies Have No Emergency Response Plan in Place
Laws, Regulations and Issues Applicable to Federal Agency Contact Centers - Final Report
August 22, 2008 | Beth Ford, USA Services
This report carries the goal of educating leaders in agency contact centers on the laws and regulations that apply to them, and shed some light on issues that are not as clearly regulated as others.
» View Document (Word Doc., 1,496 kb)
Call Center Agent Productivity Metrics
July 2008 | ICMI.com
How do call centers calculate agent productivity and performance? What are the pros and cons of specific formulas? Call center managers weigh in.
The Nine (Because 10 Has Been Done to Death) Timeless Truths of Call Center Design
July 2008 | Alex Dering
Are you underestimating the value of your contact center environment? You may be surprised at what a few small improvements can do for your bottom line.
» Link to external site 
House Calls: Truly Successful Home-Agent Case Studies
July 2008 | Greg Levin, CMInsight.com
Effective home-agent initiatives can have a positive impact on agent retention, overall call center performance and customer satisfaction. A look at two best-in-class operations.
Best Practices for VoIP in the Contact Center Part 3: Changing Support Roles to Optimize VoIP
July 2008 | Lori Bocklund and Brian Hinton, CMInsight.com
Voice over Internet Protocol (VoIP) has reached a new level of maturity in the contact center industry. We can now shift the conversation from “Why should I do VoIP?” and “When and how should I move to VoIP?” to “How do I successfully use it?”
An Unconventional Cure for Call Centers: Calling the Customer
June 2, 2008 | BaselineMag.com
Unisys was determined to improve customer satisfaction with its call center. So it called angry customers and followed their advice.
Soft phones Answer the Call
May 5, 2008 | William Jackson, Government Computer News
When wildfires hit, California's insurance department puts IP call centers to the test
Net Gain
May 2008 | FedTech
As SSA undertakes an end-to-end VoIP implementation, other agencies can borrow insights to clear the hurdles on the way to unified communications.
Call Center Consolidation - Does It Make Sense?
April 15, 2008 | Ike Mitchell, Computer Science Corporation
Department of Health and Human Services: One DHHS Contact Center
March 7, 2008 | Robert Spector, Program Support Center, HHS
» Download file (PPT, 408kb)
Contact Center Spotlight: Pacific Gas & Electric
February 2008 | ICMI - Greg Levin, ICMI's Insight
Align Your Call Center With Five Megatrends
December 7, 2007 |
Ashu Roy,
CRM Buyer
Federal Contact Centers: Mechanism for Sharing Metrics and Oversight Practices along with Improved Data Needed
February 2006 | Government Accountability Office (GAO) Audit
» Download file (PDF, 624kb)
Interactive Voice Response Units (IVR) Overview (April 13, 2005)
April 13, 2005 | USA Services and ICT Group
» Download file (PPT, 1mb)
Related Resources & Websites
- Focus on Call Centres, Part Three: Beacons of Good Practice
- How Do I Create a Contact Centre
- Email Management
- Customer Experience
- Universal Agents
- Speech Analytics
Discussion Forums:
- CallCenterOps.com – Live discussions on a variety of call center operations topics.
- MyCustomer.com – Live discussions on customer service and CRM topics.
- ICMI’s Global Forum -- Global Gathering Place for Call Center Professionals
- ICMI Queue Tips – FREE interactive question-and-answer forum where call center professionals can research answers to any call center problem, issue or concern.
