Conference Presentations

• New Orleans - Customer Contact Conference

White Papers

• Read Feinberg, Trotter and Anton's work on the future of customer access.... "At Anytime...From Anywhere...In Any Form".
   
• Feinberg and Trotter …; “The Immaculate Deception": The unintended Negative Effects of the CRM Revolution”, Defying the Limits: Setting a Course for CRM Success. A thought leadership project from Montgomery Research sponsored by Accenture.
   
• Feinberg and Xu …;"It’s The Solution, Stupid" Outsourcing call centers is not about where calls go, but rather what happens once the calls get there.
   
• Defying the Limits: Reaching new heights in customer relationship management. A thought leadership project from Montgomery Research sponsored by Anderson Consulting. You can read all the chapters at www.crmproject.com.
   
• Defying the Limits: Setting the Course for CRM Success. A thought leadership project from Montgomery Research sponsored by Accenture. You can read all the chapters at www.crmproject.com.
   
• Purdue University Press Call Center Resources ..CD-Rom, training tapes, books and videos

• Some interesting papers by Dr.Judie Monger - President,Customer Relationship Metrics

• Agent-level Customer Feedback and the Impact on First Contact Resolution
• Escalated but Satisfied: Your Best Defense Against Market Damage
• Survey Channel Slamming:Common Sense in Surveying isn’t so Common
• Reeling in Big ROI with Analytics: How to Maximize your Customer Feedback Program
• The 2004 Voice of the Customer Year in Review… and Plan for the Future

• Some interesting papers by Bob Nelson on employee motivation. Bob believes that employees are the foundation upon which any organization must rest. Visit www.recognition.com

• Dump the Cash
• Generation X
• Ironies of Motivation
• Using Informal Rewards
• You Want Tomatoes

Other Recommended Books

The following links will connect you directly to Amazon.com to order some fantastic books. Read book descriptions and reviews by other readers.

• 301 Great Customer Service Ideas.
• Navigating the Customer Contact Center in the 21st Century.
• A Career for the 21st Century, A Handbook for Call Center Agents.
• Building a World-Class Call Center.
• Best Practices in Customer Service.
• Raving Fans.
• The Provocateur.
• Leading the Revolution.
• First Break All the Rules.
• From Good to Great.
• Call Center Management by the Numbers.
• Call Center Performance Enhancement Using Simulation and Modeling.
• Complaint Letters for Busy People.
• Complete Idiot Letters : One Man's Hilarious Assault on Corporate America.
• Delivering Knock Your Socks Off Service.
• Drop us a Line… Sucker! The Prank Letters of James and Stuart Wade.
• Listening to the Voice of the Customer : 16 Steps to a Successful customer Satisfaction Measurement Program.
• Making the Organization Profitable : Call Center Metrics that Work.
• The Big Book of Customer Service Training Games.
• Wilber Winkle Has A Complaint.
• What Your Clients Won't Tell You and Your Managers Don't Know.
  By: John Gamble
• The Customer is Always Right.
  By: Armen Kabodian, Senior Client Manager with IBM
• Improving Your Measurement of Customer Satisfaction.
  By: Terry Vavra