Journal of Contact Centre Management

Journal of Contact Centre Management is the major, new journal for all those involved in, or concerned with, the management of contact or call centres.

Guided by an expert 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, international 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 contact centre management needs to address. This includes:

• customer service,
• satisfaction and loyalty;
• 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 contact centre management and 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.