About the journal

Journal of Customer & Contact Centre Management is the major, new journal for all those concerned with the management of customers and contact centres.

Guided by its expert Editor and international Editorial Board, consisting of leading figures in the field, the Journal provides a peer-reviewed, international forum for the publication of thought-leadership articles, briefings, applied research, case studies, expert comment and analysis on the key issues surrounding customer service and contact centre management.

Published quarterly, the scope of the Journal draws on the full range of topics and issues which customer and contact centre professionals and researchers need to address. This includes:

• customer service, satisfaction and loyalty
• contact centre strategy
• customer experience
• operations; processing
• systems management and thinking
• scheduling and forecasting resources
• IT and new technology
• data management
• benchmarking and best practice
• security and risk management
• aligning customer and contact centre management with business strategy
• multi-contact centre management
• HR training and motivation
• personal and professional development
• health and safety
• outsourcing and service provision
• market surveys
• globalisation and offshore contact centres
• surveys of current and emerging markets
• law and regulation.