Each quarterly issue of the Journal of Customer & Contact Centre Management publishes detailed, authoritative briefings, analysis, case studies, research and reviews by leading experts and practitioners in the field, to keep subscribers up to date with the latest developments and thinking in customer service, loyalty and contact centre management.
If you are interested in submitting an article for publication in Journal of Customer & Contact Centre Management, please contact the Journal Publisher .
A selection of articles scheduled for publication in the first issues of Volume 1
Accepted for publication:
Smart customer service leadership:Understanding Baby Boomers, Generation X and Generation Y
Natalie Calvert, Managing Director, Calcom Group
The networked expert: Rethinking the contact centre in an age of advice seeking
Nicola J. Millard, Customer Experience Futurologist, British Telecommunications
Maximising contact centre effectiveness by developing strong two-way relationships with IT - is it that hard?
Steve Mitchinson, Chairman, Australian Teleservices Association; Partner, Team Red Solutions
Unravelling the challenges for small contact centres
Rachel McNamara, Director of Operations, Ramada Jarvis Hotels
How to create a consistent and sustainable customer experience through personal interaction in today’s contact centre
Nick Drake-Knight, Founder, NDK Group
Customer Advocacy: Re-evaluating the concept of 'care'
Nicolette Wuring, Managing Director and Founder, Customer Management Services
New media and serving the customer of the future
Steve Morrell, ContactBabel
Improving the customer experience: Best practice review
Lyn Etherington
Is attempting to improve call centre productivity while satisfying customers actually counter-productive?
Vivian Hairston Blade, President and CEO, Experts in Growth Leadership Consulting
Multi-channel contact centre migration
Gene Reynolds, Consultant, Corporate Communications Europe
Ask the expert: Is the customer journey through contact centres as important as it once was in influencing consumer opinion and purchasing behaviour?
- Howard Groves, Editor, JCCM
- Scott Keller, President, TPG TeleManagement; American Teleservices Association Technology Committee
- Jack Green, President, Entretel
- Catriona Wallace, Managing Director, callcentres.net
- Bruce Williams, Evtrex
- Steve Pels, Treasurer, CCMA - Australia-Asia-Pacific
Submitted and at review:
Identifying continuous improvement and leading the change
Ramona Hood, Senior Division Manager, Fedex Custom Critical
How contact centres can survive and thrive in challenging times: The emerging priorities
Mike Havard, Founder and Managing Director, CM Insight
Speech analytics: Providing unparalleled levels of business intelligence
Jonathan Wax, VP EMEA and Ann Braham, EMEA Marketing Manager, Nexidia
Current HR challenges in contact centres
Geoff Hardy, Senior Partner, Accord Partnership
Back to the basics: Employee engagement, the competitive advantage
Leanne Yanitski, Telus Sourcing Solutions
A consistent customer experience: How to treat every call like it’s the first of the day
Tom Robinson, Training & Development Manager, MITIE Client Services
Using business processing standards to manage risk, whatever the size of your contact centre
Dizzy Milne, Director - Operational Management Consultant and Trainer, Contact Sense
Technology review: The value of investing in a unified, customer-centric, multi-channel solution
Richard Brown, VP Sales - EMEA, Interactive Intelligence
First contact resolution in practice: Benchmark report
Mike Allen, Practice Leader FCR, Contact Centre Research
Strategies for developing and retaining talent in a contact centre environment
Carolyn Blunt, Training Consultant, Real Results Training
Due to be submitted:
An outlook of the European contact centre industry: Market, regulation and competiveness
Manfred Stockmann, VP, European Confederation of Contact Centre Organisations
Unified communications and collaboration within the contact centre operational environment to help enhance customer service
Nigel Jones, Alcatel-Lucent
Economic impact of call centres on regional employment
Giles McClelland, Senior Lecturer, Business and Management, Edge Hill University
Attrition: HR staffing strategies for contact centres
Francesca Randle and Guy Masters, Directors, Cactus Search
Leveraging customer satisfaction research to reinforce call centre value
Richard Shapiro, President, The Centre for Client Retention
Toyota thinking for contact centre design: Implementing strategy in your operations
John Seddon, Visiting Professor, University of Cardiff
Leadership in the call centre: How behaviour can motivate agent behaviour
Theresa Hull-Clarke, Associate Director, Call Centre Technology and Customer Experience, Bell Canada
Contractual risk for contact centre managers
Lenka Glynn, Legal Director, Head of Telecoms Regulation and Hinal Patel, Partner, DLA Piper Middle East
The impact of the global financial crisis on contact centre management
Catriona Wallace, Director, callcentres.net