Journal of Customer & Contact Centre Management

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

Published quarterly, the scope of the Journal draws on the full range of topics and issues which customer management and contact centre professionals and researchers are concerned with. This includes:

• customer service
• contact centre strategy
• customer satisfaction and loyalty
• 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
• globalisation and offshore contact centres
• surveys of current and emerging markets
• law and regulation.