| Marketplace |
Check out the following other websites which we believe contribute valuable content in your business arena. They include Events, Associations, Research and Analysts, Blogs, Consultants and more. They may be a start.
Send us your link requests to service@softigator.net
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EVENTS|UK
www.callcentre-expo.com/softigator
Call Centre Expo 2008 – For enhanced contact centre performance visit Europe’s event for customer contact solutions. 16-17 September 2008 at Birmingham NEC, UK.
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EVENTS|GERMANY
www.callcentrescience.co.uk
Call Centre Science, 22-23 January 2008, Leipzig, Germany. Organised by itCampus and Germany’s contact centre magazine CallCenterProfi, Call Center Science 2008 will offer a balanced mixture of scientific research and hands-on experience from industry leaders. It will examine the future of the entire process of communication strategy and management.
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EVENTS|UNITED STATES
www.callcenterdemo.com
Call Center Demo is one of the leading events in the USA. 13-15 February 2008 in Miami, Florida, USA.
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GERMANY|EVENTS
www.callcenterworld.de/en/
CallCenterWorld 2008 is one of the leading events of the European Call Center Market. Management Circle cordially invites you to the anniversary event in February 2008, in Berlin. 10 years of CallCenterWorld stands for 10 years as a leading industry event and 10 years of guaranteed call center competence. CallCenterWorld is also offering you the perfect knowledge and networking platform in 2008 for 4 days, in its unique combination of a trade congress and trade fair. The congress highlight in 2008: The key note speech by Don Peppers. He is a specialist in strategies for individual customer care. Peppers’ ideas are regarded as being visionary. The American Business 2.0 magazine described him as one of the leading marketing gurus of the present day. 18-21 February 2008, Berlin, Germany.
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UK|EVENTS
www.cce-forum.co.uk
The Call Centre Executive Forum 2008 is basically a high end event in addition to the Call Centre Expo by the same organiser CMP. The event focuses on high level decision makers of large contact centres and is UK based. Oriana (Boat), Southampton, 7 - 10 May 2008.
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EVENTS|UK
www.planningforum.co.uk/conference.htm
Professional Planning Forum, UK & Ireland oriented, offers a yearly conference with 350 delegates expected. 28-29 April 2008, Manchester, UK.
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EVENTS|FRANCE
www.salon-seca.com
SECA is the leading convention and exhibition for the French speaking Call Centre market. 1-3 April 2008, Paris.
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EVENTS|UK
www.forumevents.co.uk/forums/cc/
The 7th Call Centre & Customer Services Summit is targeted at providers of Call Center Software and Technology as well as Call Centre Outsourcing providers. The organize 1:1 sessions with prospective clients instead of exhibitions. The next events take place on 3-4 March 2008 and 20-21 October 2008.
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EVENTS|UK
www.icbi-uk.com/ecmw/
European Customer Management World is a convention where Call Center Software vendors can take the role of sponsors for specified topics. 12-15 May 2008, London.
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EVENTS|UK
www.idmf.co.uk
The International Direct Marketing Fair. 29 April - 1 May 2008, London.
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CANADA|EVENTS
www.iccmcanada.com/iccmcanada/v42/index.cvn
ICCM Canada is a combination of convention and exhibition. 7-8 October 2008, Toronto, Canada.
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EVENTS|UNITED STATES
www.accecmp.com/index.jhtml
The Annual Call Center Exhibition (ACCE) is - besides the Call Center Demo - probably the leading event in the USA. 15-18 September 2008, Phoenix, Arizona, USA.
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EVENTS|OTHERS
www.terrapinn.com/2008/cmwza
Customer Management World Africa 2008. 21 August 2008, Johannesburg, South Africa.
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MARKET RESEARCH
www.commfusion.com
COMMfusion LLC provides consulting and market research analysis on voice/data convergence markets and technologies, aimed at helping end-user and vendor clients both strategically and tactically. Blair Pleasant has a long history in market research for communications technologies. One of her main topic is CTI.
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MARKET RESEARCH
www.ucstrategies.com
UC Strategies is an industry resource for enterprises, vendors, system integrators, and anyone interested in the growing Unified Communications arena. A supplier of objective information on Unified Communications, UC Strategies is supported by an alliance of leading communication industry Advisors, Analysts, and Consultants, who have worked in the various segments of Unified Communications since its inception. Blair Pleasant has lots of experience as a market researcher in the Communications Technology arena. Don van Doren, director of Vanguard, Call Center Technology consultants is an important member of the team.
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MARKET RESEARCH
www.contactbabel.com
ContactBabel is a leading analyst firm, having published strategic reports on the future of the UK, US, South Africa and Indian contact centre industries.
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MARKET RESEARCH
www.mzaconsultants.com
MZA has wide experience of working at both a Global and European level in voice, data and mobile markets. An extensive programme of Multi- Client research is complemented by a wide range of custom projects. Editor\'s comment: Having their roots in the PBX arena, what makes the difference is that they deliver shipment
rankings each year. They have grown from PBX into other Call Center Technologies and are on the rise. Sarah Cock is their Call Center Technolgy analyst.
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MARKET RESEARCH
www.mitial.com
Mitial provides Research & Benchmarking for Call & Contact Centres:
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ASSOCIATIONS
Editor Note
Call Center Associations can help buyers and vendors of Call Center Management Software in many ways. First of all, some of them provide member lists to their members provided they oblige themselves not to pursue any mass marketing activities with these lists. What is tolerated is networking on their events and often the association puts people in touch on request. As much important are their surveys among members and the industry. Some of the following associations are focusing on Call Center organisations and some on their professionals as individuals. Others see their member base in the direct marketing arena and the call center industry as a part of that. Most associations offer their websites in their native language. On your request we can help to get you in touch.
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AUSTRALIA|ASSOCIATIONS
www.ccma.asn.au
The Customer Contact Management Association (CCMA) of Australia provides a forum where contact centre industry professionals can interact with their peers locally, nationally and as part of an international network of like-minded industry associations. CCMA members come from a diverse mix of management roles and industries, and the CCMA organises a wide range of events, such as luncheons, breakfast forums, site tours, social functions to accommodate different needs and interests. The association also endorses conferences, awards, seminars and business papers within the contact centre industry.
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AUSTRALIA|ASSOCIATIONS
www.hdi.com.au
HDAA is the Australasian partner to the world’s largest membership association for service and support professionals, HDI-USA. HDI services more than 7,500 members, 60 chapters and 5 country partners worldwide.
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AUSTRALIA|ASSOCIATIONS
www.adma.com.au
ADMA is Australia\'s principal body for information based marketing. Formed in 1966, ADMA has evolved to become the nation\'s pre-eminent marketing association representing over 500 member organisations.
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AUSTRALIA|ASSOCIATIONS
www.ata.asn.au
Australian Teleservices Association Ltd (ATA)\'s mission statement is to lead the call and contact centre industry and to promote professionalism, growth and ethical behavior. Its success has been built on its everlasting commitment to the development of a professional and ethic call centre industry in Australia. This ideal has been the ATA’s core objective since its inception and by staying focused on this, the ATA has ensured it has remained a true members organisation, delivering on the needs of its membership.
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AUSTRALIA|ASSOCIATIONS
www.acif.org.au
Communications Alliance was formed to provide a unified voice for the Australian communications industry and to lead it into the next generation of converging networks, technologies and services.
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AUSTRIA|ASSOCIATIONS
www.call-center-forum.at
Austrian Call Center Forum
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AUSTRIA|ASSOCIATIONS
www.dmvoe.at
Austrian Direct Marketing Association at
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BELGIUM|ASSOCIATIONS
www.contactcentres.be
The Belgian Association Contactcentres.be has been launched in June 2004, with the support of a few people interested in developing professionalism within the call centre industry and with the full Support of AGORIA a multisector federation representing companies active in different branches of industry.
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BRAZIL|ASSOCIATIONS
www.abrarec.com.br
The Brazilian Association for Corporate and Customer Relations (ABRAREC) develops products, services and relationships that deal with information, technical training and certification for market and behavioral issues of its members, promoting its projection and enhanced performance, towards the global challenges.
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CANADA|ASSOCIATIONS
www.camx.ca
As the National voice for the Call Management
industry, the Canadian Association CAM-X contributes to its member’s profitability by fostering a willingness to exchange ideas, experiences and solutions while promoting the general welfare and ethical standards of the industry.
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CANADA|ASSOCIATIONS
www.callcentres.org
The Ottawa Regional Contact Centre Association or ORCCA is dedicated to the advancement of the contact centre profession throughout the Ottawa Region. ORCCA hosts regular meetings, workshops and other special events that enable the sharing of ideas, the enhancement of industry skills, and the opportunity to learn from experts about new developments and trends.
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CHINA|ASSOCIATIONS
www.gccrm.com
GCCRM serves 100,000 business professionals globally, and offers an annual Customer Management Forum, an annual Customer Management Awards program, and a Customer Management Professional Club, providing platforms for knowledge transfer, business networking and career enhancement. GCCRM and her International Partner Team deliver a CEM Professional Certificate Training Program in the U.S. and the Asia Pacific region.
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CHINA|ASSOCIATIONS
www.cncca.net
China Call-Center & CRM Association (CNCCA) is a supporting organization to the Ministry of Information Industry of China (MII) in its efforts to regulate the call center and CRM services market, and the only association for the call center and CRM services industry registered with the Civil Affairs Ministry of China.
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COLOMBIA|ASSOCIATIONS
www.acdecc.org
The Colombian Association of Call Centers was constituted on May 2, 2001 by a group of entrepreneurs of the sector with the purpose of grouping together legal persons and other entities functioning as Call Centers, Contact Centers, Hardware and Software Suppliers, Call Center Industry Services, and legal persons having in their organizations their proper Call Center or Contact Center.
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CZECH REPUBLIC|ASSOCIATIONS
www.admaz.cz/eng
ADMAZ is a professional association of individuals and legal entities working in direct marketing and the mail order business. It is a member of the Czech Advertising Standards Council and the Czech Confederation of Commerce and Tourism, and internationally the European Distance Selling Trade Association (EMOTA) and the Federation of European Direct and Interactive Marketing (FEDMA).
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DENMARK|ASSOCIATIONS
www.dmklubben.dk
Danish Marketing Forum
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FINLAND|ASSOCIATIONS
www.ssml.fi/?l=en
The Finnish Direct Marketing Association (Finnish DMA) represents the major direct marketers in Finland. The member companies of the association include telemarketing companies.
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FRANCE|ASSOCIATIONS
www.afrc.org
Association Francaise des Centres de Relation Clientele (AFRC) is the French Call Center Association. Website in French only.
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FRANCE|ASSOCIATIONS
www.fevad.com
French Telebusiness and Ecommerce association (FEVAD)
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GERMANY|ASSOCIATIONS
www.ccf-ev.de
Call Center Forum is the leading body for the German Call Center industry with some 350 members. They provide knowledge exchange on events and through market surveys and are a member of the European roof organisation ECCCO (http://www.eccco.org/). Among the members are in-house Call Center as well as Call Center Outsourcing providers, vendors and distributors of Call Center Management Software and Technology. The website is in German language.
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GERMANY|ASSOCIATIONS
www.ddv.de
The German Direct Marketing Association - Deutscher Direktmarketing Verband e.V. (DDV) - represents the interests of nearly 850 corporate members. The association is not only an active participant in public affairs but also considers itself as a liaison between industry and consumers.
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EUROPE|ASSOCIATIONS
www.eccco.org
The European Confederation of Contact Centre Organisations ECCCO is a non-profit association that will promote the interests and needs of the European contact centre industry. Their major aims are: * Promote the exchange of knowledge and informations - Promote the profession and recognition of Contact Centre Management - Provide representation to Regulatory bodies - Act as a collective to influence the appropriate legislative
bodies. * Provide information and education to its members - Promote co-operation among its members. * Develop and promote European quality standards for the cc-industry - Promote a European Contact Centre AwardECCCO is less interesting as a direct source, but can be a good entry point to connecting to the member countries\' organisations. On top, they bring their member organisations together on topics such as Call Center standards, certification and lobbying.
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EUROPE|ASSOCIATIONS
www.fedma.org
FEDMA is the single voice of the European direct marketing industry. Its national members are direct marketing associations (DMAs) representing users, service providers and media/carriers of direct marketing. FEDMA also has more than 200 direct company members.
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EUROPE|ASSOCIATIONS
www.socapineurope.org
SOCAP stand for the Society of Consumer Affairs Professionals.SOCAP is a not for profit organisation representing the professionals working in the Customer Service Industry. SOCAP is a worldwide organisation. It was originally founded in the United States of America in 1973. SOCAP UK followed in 1986 and there are now SOCAP organisations throughout the world including Australia, New Zealand, South Africa, Japan, Korea, Brazil and Canada. World-wide there are over 4,000 members.
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HONG KONG|ASSOCIATIONS
www.hkcca.com
Hong Kong Call Centre Association (HKCCA) was formed by a group of call centre users in September 1999. The association has a mission to help local organisations improve their customer service by deploying the best management practices and latest technologies. It aims to promote excellence in three main areas: Process Improvement, People Management and Technology.
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IRELAND|ASSOCIATIONS
www.ccma.ie
The Contact Centre Association Ireland (CCMA) aims to represent you and all the other Contact Centre managers and leaders in Ireland in the media, when articles and discussions are being drawn up regarding the future of our industry and the people working in it.
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IRELAND|ASSOCIATIONS
www.idma.ie
The Irish Direct Marketing Association (IDMA) is the trade association of the direct marketing industry in Ireland. Membership is made up of companies engaged in direct marketing activities, as well as suppliers of products and services to the industry.
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ITALY|ASSOCIATIONS
www.club-cmmc.it
Italian Contact Center Association
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ITALY|ASSOCIATIONS
www.aidim.it
Italian Direct Marketing Association
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OTHERS|ASSOCIATIONS
www.telemarketing.or.kr
Korea Contact Center Association
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JAPAN|ASSOCIATIONS
www.jtasite.or.jp
The Japan Telemarketing Association (JTA) is a non-profit organization representing organizations and individuals in Japan who initiate and/or facilitate telephone and Internet commerce and services, including call and contact centers, equipment suppliers, trainers, and consultants. The Association provides leadership in the professional and ethical use of the telephone in telemarketing.
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MALAYSIA|ASSOCIATIONS
www.ccam.com.my/english
The Customer Relationship Managment and Contact Centre Association of Malaysia aims to develop and promote service standards in the customer service industry and to provide a platform for members to achieve accreditation within the industry. Further, it promotes pfrofessionals in the planning, management and growth of the call center sector, thus, making Malaysia the regional hub for the call center industry in this region.
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UNITED STATES|ASSOCIATIONS
www.mcca.mb.ca
The Manitoba Contact Center Association (M.C.C.A.) is a group of customer contact managers/directors/owners working together to advance the industry in Manitoba. The MCCA provides Manitoba stakeholders the opportunity to create a long-term strategy to help ensure the growth of a sustainable Manitoba labour pool and to address the employment needs of the customer contact industry through public and private partnerships.
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MEXICO|ASSOCIATIONS
www.imt.com.mx
Mexican Institute of Teleservices\'s services include national events, networking, certification.
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NETHERLANDS|ASSOCIATIONS
www.verenigingcontactcenters.nl
VCN, the Vereniging Contactcenters Nederland, is
an independent association for organisations with inhouse contactcenter activities and a select group of suppliers to the contactcenter industry. VCN serves as a platform for generating and distributing information and knowledge on contactcenters and related subjects.
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NETHERLANDS|ASSOCIATIONS
www.ccma.nl
Call Center Managers Association is the leading body for call center professionals in the Netherlands. They are running a Business Club, Europese and are part of the European association ECCCO (see there). The Dutch CCMA Members offers their members participation at a national yearly call center convention and access to call center site visits.
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NETHERLANDS|ASSOCIATIONS
www.ddma.nl
Dutch Direct Marketing Association at
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NEW ZEALAND|ASSOCIATIONS
www.tuanz.org.nz
TUANZ is a not-for-profit organisation promoting the needs of end-users of telecommunications in New Zealand. Our 500 corporate members, represent a cross-section of the major business users of telecommunications. UANZ holds monthly Contact Centre luncheons which offer industry professionals the chance to learn about new technologies and keep up-to-date with the latest contact centre best practice. The annual TUANZ Contact Centre Conference & Awards is the premier event on the contact centre calendar.
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NORWAY|ASSOCIATIONS
www.nordma.no
Norwegian Direct Marketing Association at
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PHILIPPINES|ASSOCIATIONS
www.ccap.ph
The Contact Center Association of the Philippines (CCAP) is the official organization of outsource contact center service providers in the country. It was established in October 2001 by seven founding member companies. It is open to all companies operating an outsource contact center in the with a capacity of no less 50 seats.
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PHILIPPINES|ASSOCIATIONS
www.bpap.org
Business Processing Association of the Philippines (BPA/P), a private-sector led organization representing sectors of IT-enabled services industry in the country, serves as the one-stop information and advocacy gateway for the country’s key IT-enabled services sectors of Contact Centers, Business Process Outsourcing, Medical & Legal Transcription, Software Applications, Development and Maintenance, Animation, Engineering Services and other allied support services.
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POLAND|ASSOCIATIONS
www.smb.pl
Polish Direct Marketing Association at
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PORTUGAL|ASSOCIATIONS
www.apcontactcenters.com
The Portuguese Association of Contact Centers is a business association established by 3C - Customer Contact Center, ES Contact Center, Interactiva/DM6, PT Contact and Teleperformance Portugal. Today apcc have 32 members distributed by 10 economic sectors – all members operate in the value chain of a contact centre and have a strategic interest in apcc mission. Major banks, utilities companies, outsourcers, consultants and IT are among the 31 members.
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PORTUGAL|ASSOCIATIONS
www.europecontactcenter.blogs.com/intercontactoproportugal
Associação Internacional de Profissionais de Centros de Contacto e Comunicação nos Países de Língua Portuguesa e Castelhana. Portuguese Association of Contact Center Professionals.
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SINGAPORE|ASSOCIATIONS
www.ccas.org.sg
The Contact Centre Association of Singapore (CCAS) is a non-profit, independent organization which aims to harness existing expertise and promote the development of a world-class contact centre industry in Singapore and across the region. Its mission is to develop the awareness and professionalism of the contact centre industry through networking, education and research. Today, the Association has established itself as the representation and is a platform to exchange ideas to deliver value and reach of enterprise-wide customer experience in the industry in Singapore.
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SLOVENIA|ASSOCIATIONS
www.zdms.org
Slovenian Direct Marketing Association at
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SOUTH AFRICA|ASSOCIATIONS
www.ccng.co.za
The South African Call Center network\' site is currently down for maintenance.
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SOUTH AFRICA|ASSOCIATIONS
www.bpesa.org.za
Business Process enabling South Africa. BPeSA is the national coordinating body representing the interests of the Business Process Outsourcing & Offshoring sector in South
Africa.
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SOUTH AFRICA|ASSOCIATIONS
www.callcentres.co.za
Joburg BPO&O provides resources for information on the Joburg BPO&O industry and environment and the platform for entering the Joburg/South African market. Joburg is the premier South African city for outsourcing and is fast becoming the preferred outsource destination for specialized, non repetitive call centre and BPO support.
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SPAIN|ASSOCIATIONS
www.aeeccc.com
The AEECCC (Spanish Association of Experts in Contact Centres) was created back in 2001 as a unique forum where professionals of the Call Centre / Customer Service industry could meet to share best practices, express and work on concerns and opportunities and overall, become a qualified association to help grow Contact Centre activities in the market place. The AEECCC gathers over 180 professionals with proven experience in leading and managing Contact Centres, having members from most activities, outsourcing companies and suppliers of technology and services, in Spain.
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SPAIN|ASSOCIATIONS
www.asimelec.es
Interitis, including Contact Centers at
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SPAIN|ASSOCIATIONS
www.fecemd.org
Spanish Direct Marketing Association at
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SWEDEN|ASSOCIATIONS
http://sccen.verktyget.se
The Swedish Call Centre Federation, SCCF, is a trade organisation for call and contact centre companies. Membership is also open to organisations with an internal call / contact centre operation.
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SWEDEN|ASSOCIATIONS
www.swedma.se
Swedish Direct Marketing Association at
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SWEDEN|ASSOCIATIONS
www.supportinst.com
Support Services Institute
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SWITZERLAND|ASSOCIATIONS
www.callnet.ch
The Swiss Contact Center Association can be found at
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TAIWAN|ASSOCIATIONS
www.tccda.org.tw
The Taiwan Call Center Development Association (TCCDA) hosts regular seminars and events to deploy call center knowledge and experience in management, techniques, and marketing, including a quarterly meeting designed to encourage strong communication within the group.
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THAILAND|ASSOCIATIONS
www.ccia.or.th
Thailand\'s Call Center Industry Association (CCIA) is to promote and give recognition to the Call Center industry in Thailand and those who are employed in Call Centers; to actively promote continuous professional development of contact centre professionals; to provide professional standards and skills recognition, to provide research and benchmarking data and to provide a forum for knowledge sharing and networking across the industry.
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UK|ASSOCIATIONS
www.cca.org.uk
The Customer Contact Association, CCA, is the UK\'s professional body for customer contact with over 800 corporate members and 3,500 senior practitioners. CCA delivers professional services CCA encouraging the continuous professional development of contact centres, and the people employed within them. There are best practice and certification programs, market studies, a member list and research programs, but apart from the annual event and certification events vendors of call center management software and technology are largely excluded from networking with call center managers. There is a dedicated member package for them, but harldy any options to network. However, a good source for research.
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UK|ASSOCIATIONS
www.instituteofcustomerservice.com
Institute of Customer Service (ICS) is the UK\'s independent professional body for customer service. Both Organisational and Individual Membership. Activitites includes knowledge exchange, regional activities, research, annual conference, definition of customer service standards, ways they can be acquired and award attainment of customer service excellence by organisations and individuals.
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UK|ASSOCIATIONS
www.planningforum.co.uk
The Professional Planning Forum is the independent industry body supporting effective contact centre planning and analysis. These are complex, specialist skills that have become fundamental to the success of today's contact centres. Yet many organisations still expect analysts to learn the role with no formal training or accreditation and with few opportunities to share experience with other centres. The Forum's programmes offer expert training and support, so that you get the results you require. We offer networking and best practice events to learn from what works in other centres. Established in March 2000, we are supplier-independent and work across all industry sectors – mainly in Europe.
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UK|ASSOCIATIONS
www.tca.org.uk
The Telework Association is Europe\'s largest organisation dedicated to the promotion of all forms of teleworking and over 7,000 people and organisations have joined us since we started in
1993. We believe that these new ways of working can benefit people by increasing the quality of life and improving access to work, as well as delivering significant business benefits to the organisations that implement them.
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UK|ASSOCIATIONS
www.dma.org.uk
The Direct Marketing Association UK is Europe\'s largest trade association in the marketing and communications sector. The DMA was formed in 1992, following the merger of various like-minded trade bodies, forming a single voice to protect the direct marketing industry from legislative threats and promote its development.
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UK|ASSOCIATIONS
www.noa.co.uk
The NOA is the UK’s only outsourcing trade association. Advocating best practice, the NOA represents outsourcing end users, vendors and other companies which support outsourcing, such as legal firms, consultancies and HR. The NOA is involved in research, events, education and public affairs. The vast quantity information that the NOA has collected is referred to as BOOK (the Body Of Outsourcing Knowledge).
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RESEARCH ORGANISATIONS
www.elsnet.org
ELSNET is a Europe-based forum dedicated to human language technologies. It operates in an international context, and will consider, across discipline boundaries, all human communication research areas related to language
and speech:
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RESEARCH ORGANISATIONS
www.ebri.org
The mission of the Employee Benefit Research Institute (EBRI) is to contribute to, to encourage, and to enhance the development of sound employee benefit programs and sound public policy through objective research and education.
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RESEARCH ORGANISATIONS
www.usm.edu/callcenter
The Call Center Research Laboratory (CCRL) was established in fall 2004 by and reports to the office of the Vice-President for Research and Economic Development at The University of Southern Mississippi. Like many other research centers on university campuses across the United States, the goal of the CCRL is to be a producer and conduit for high quality academic research for the call center industry.
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RESEARCH ORGANISATIONS
www.telcoa.org
The Telework Coalition enables Virtual, Mobile, and Distributed Work through Research, Education, Technology, and Legislation.
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FORUMS
www.kenrehor.com/voicexml
Ken Rehor\'s World of VoiceXML
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FORUMS
www.voicexmlforum.net/index.html
Voice XML Forum
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FORUMS
http://callcenter.startkabel.nl
Startkabel - Dutch Call Center Industry Website.
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BLOGS
www.jmoellerconsulting.com/call_center_outsourcing_blog.htm
A blog about Call Center Outsourcing can be found on
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BLOGS
http://callcenter.blogsontheweb.com/
A blog where some vendors of Call Center Management Software and Technology post their messages and set up links is
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BLOGS
http://callcentercafe.blogspot.com/
A more general call center blog, widespread in the english speaking web world is
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BLOGS
http://blog.tmcnet.com/
Media company TMCnet runs a call center blog focused on news
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CONSULTANTS
www.vanguard.net
Vanguard is an independent consulting company specializing in effective business solutions for improved customer interaction, including contact centers and self service, and for internal collaboration among field staff and knowledge workers. They help clients both with traditional systems and processes and with innovative approaches, such as recent developments in converged and unified communications. USA based.
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CONSULTANTS
www.lieberandassociates.com
The foundation of Lieber & Associates consulting activities is a comprehensive contact center assessment. This series of diagnostic evaluations identifies strengths, weaknesses, opportunities and threats (SWOT analysis). Based in the USA.
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CONSULTANTS
www.amtechmarketing.com/
Amtech Marketing provides consulting, management recruiting and training services to enhance the people, processes and technology of contact centers. Based in the USA.
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CONSULTANTS
www.incoming.com/Consulting/Consulting.aspx
ICMI’s call center consulting services provide you with results-oriented solutions for real-world challenges. Brad Cleveland and his team offer consulting services and a variety of resources around the call center management topic.
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CONSULTANTS
www.copc.com
As a major international contact centre and BPO consulting firm, COPC Inc. offers critical operations management services, from contact centre and BPO outsourcing consulting services to contact center vendor management training and certification to the COPC® Family of Standards.
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CONSULTANTS
www.ccdq.com
The Center for Customer Driven Quality (CCDQ) is internationally recognized
as a research and education organization for behavior in customer access and access channel management issues. USA based.
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ITALY|INTERESTING COMPANIES
www.club-cmmc.it
Customer contact website from Italy with useful call centre information and tools.
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INTERESTING COMPANIES
www.collect.org
Comtech was founded in 1988 and is headquartered in Victoria, BC, Canada with an additional office in Brisbane, Australia. Comtech\'s flagship product, Collect!, is widely recognized as the leading business management software solution for the world\'s receivables management industries.
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CANADA|INTERESTING COMPANIES
www3.sympatico.ca
Keevil & Associates, a Technical Associates Network in Toronto
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INTERESTING COMPANIES
www.ptsc.com
Patriot Scientific Corporation specializes in licensing innovative and proprietary technologies.
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MARKET RESEARCH
Editor Note
Some Market Research companies prefer not to be linked to. On your request we will happily provide information on our experience who you can ask about which marketplace.
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INDUSTRY DEVELOPMENT AGENCIES
www.itida.gov.eg
Information technology Industry Development Authority (ITIDA): ITIDA, established in 2004, sits at the heart of the public/private partnership that’s responsible for driving development and growth in Egypt’s contact centre and BPO industry. For the inward investor it acts as a conduit to Egypt’s resources and extensive government support.
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EVENTS|UNITED STATES
www.ccdemo.com/
Call Center Demo and Conference Dallas 2008
19 - 21 May 2008, Dallas, TX, USA
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UNITED STATES|INTERESTING COMPANIES
http://www.qatc.org/index.html
The Quality Assurance & Training Connection (QATC) is an organization devoted to facilitating the education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center. QATC provides its membership with a variety of benefits, including tips of the week, how-to newsletters, regional networking meetings, online forums, and an annual conference.
The QATC Board of Advisors provides leadership for QATC and directs many of its activities. The Board is composed of recognized call center leaders and industry experts.
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INTERESTING COMPANIES|UK
www.cactussearch.co.uk
Cactus Search is one of the UK's most proactive Management Recruitment Consultancies for Call & Contact Centres. Through our dedication, professionalism & expertise we have been recognised as experts in our field & have been awarded contracts with an enviable list of Blue Chip organisations. We offer a flexible & unique approach to resourcing for challenging Contact Centre Management roles across all Contact Centre disciplines, including: Operations, Resource Planning, MI, Project Management, Dialler and Analytical roles.
One of our clients recently commented: "Cactus are a world apart from the norm. They have proven to be extremely versatile and with their unique and personalised approach to supporting client needs, they are an exceptional team and worth every penny we've spent with them so far."
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INTERESTING COMPANIES|UNITED STATES
www.yoursautodialer.com
VoIP predictive dialer by yoursautodialer.com specializes in Predictive Dialer, Interactive Voice response, call center software, Predictive dialing & autodialer.
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UK|EVENTS
www.planningforum.co.uk
26 February 2008, Outbound Planning Seminar, East Midlands.
The Whitehouse Hotel, Kegworth, East Midlands Airport.
Take the opportunity to come and participate in an event that has something for everyone involved in Outbound Contact. Whatever role you are undertaking and whatever level of Outbound Contact you are making, there will be something for you at our Outbound Planning Seminar.
Hear case studies from people just like you who are working with key suppliers to deliver the level of service their customers expect.
Learn about some of the technologies available to assist you with all channels of your outbound contact.
Listen to the latest benchmarking research conducted by the Professional Planning Forum.
Hear about the challenges that new legislation is going to bring in our compliance section.
Have the chance to ask those burning questions in our panel discussions.
Finally, use the opportunity to speak to key suppliers in our Expo area and network with fellow professionals facing similar challenges.
Book now for £145+VAT per place and free to all Professional Planning Forum members.
Please email Kirsten.wiltshire@planningforum.co.uk or visit our website www.planningforum.co.uk or call us on 0870 870 59 60 for more information.
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INTERESTING COMPANIES
www.noetica.com
Noetica provides the unique Call Centre Software SYNTHESYS - a Customer Interaction Management (CIM) and Predictive Dialer software combining a Service Oriented Architecture (SOA) unified agent front end with a Business Process Management engine. Agents use one single system only. Non-technical staff can map processes and tailor screens to each process step within minutes and without any downtime.
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UK|JOBS
Operational Performance Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Operational Performance Manager
Location
UK
Salary
35K + Bens
Details:
Company / Role Overview:
This is an opportunity to join a leading organisation that prides itself on development of staff and providing a stable and bright future for enthusiastic and self motivated individuals.
The purpose of the role is to mange the operational performance analysts (multi site). You will work closely with operational teams to drive delivery of key operational matrics.
You will ensure standard operational procedures for Resource Planning and Real Time and manage stakeholders within the sites across direct channels. So this individual will need to encompass the following key skills
Key Skills / Experience required:
• Company people policies and procedures e.g. resourcing approaches, performance Management, succession planning, reward, discipline and grievance etc:
• Very strong knowledge of service level dynamics and impact of staff movement on key performance measures in the contact centre
• Strong performance Management / Performance Development
• Very strong relationship management and negotiation skills
• Excellent knowledge of Workforce management software - Ideally Total View
Key Responsibilities:
• Analyse historical data to identify trends in performance against key operational metrics
• Work with Operational Performance Analysts and local management teams to identify and implement opportunities to improve site performance
• Support team to implement intraday initiatives identified by Realtime by gaining support from site Management team
• Clearly communicate Performance Development planning process to all line reports, agree challenging performance objectives and measures
• Support the Head of Performance Delivery in establishing resource and training needs in terms of numbers, skills and behaviour mix
• Manage poor performance and Disciplinary/Grievance issues professionally and promptly applying the company procedures.
• Develop and maintain strong working relationships with colleagues within Site Operational Management Team, working together to driver Operational Performance
Package:
35K + Bens
If you feel suited for this role, register with Softigator for free and get the details.
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UK|JOBS
Interim Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Interim Manager
Location
Central London
Salary
£400 to £500 per day
Details:
Company / Role Overview:
A large Business Services company based in London has recently gone through a transformation that should allow them to proactively track and drive their sales. They now require an experience interim change manager with very good analytical and people skills to morph the old culture into one that understands and uses new CRM systems to a more meaningful and proactive end.
Key Responsibilities:
To work on process and system improvements enabling the control of leads and sales; to ultimately improve conversions by leveraging the power of the information locked in the CRM.
Key Skills / Experience required:
A call centre interim background with B2B CRM technical expertise
analytical and numerically focussed with excellent man management skills.
Must be able to manage board level execs who are “no nonsense” and dynamic entrepreneurs
Package:
£400 to £500 per day
If you feel suited for this role, register with Softigator for free and get the details.
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EVENTS
conference 'Customer Contact Planning 2010'
With over 500 delegates expected for the diverse conference events, Customer Contact Planning 2010 is the must-attend event for heads of operation, resourcing specialists, customer service managers, HR Teams, analysts, people managers, project and change managers, contact centre IT or telecoms, MI and planning teams.
Join us and be Passionate about Performance. How many of us can say hand on heart that everything we do in our customer contact operation is really aligned to the customer? Let alone creating an environment in which our people can be truly passionate about performance, so that they contribute to the maximum and the organisation avoids wasted effort?
A great incentive for the best performers, the rich information can be brought back and shared with colleagues. This is your opportunity to learn from industry leaders and keep up-to-date with new developments. Many members bring key management as a team, to discover how other organisations balance the needs of numbers with people and focus on the experience of the customer.
The conference is well known for a fantastic mix of serious work and lots of fun. The Gala Awards Dinner for the Innovation Awards is held on the final night of the conference - ending on a real high note. The middle night of the event is a more informal but equally lively networking evening.
Such events provide a great chance to meet people in a way that builds relationships. And, of course, the conference exhibition and networking area will form the heart of the overall event, with opportunities for some scheduled 1:1 meetings
For booking, please click following button:
Book now
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