Industry Connections

Learn more about call center technologies and operations. Join a call center organization, get some magazines, read a book, attend a conference or seminar. Get connected to call centers!

If you would like to be included on our Connections page, please submit this request along with the pertinent information to our webmaster.

ONLINE RESEARCH

General Technology and Trends

	Aberdeen Group www.aberdeen.com Business 2.0 www.business2.com CommWeb www.commweb.com Datamonitor (about market analysis data) www.datamonitor.com Forrester Research www.forrester.com Gartner www.gartner.com Giga Information Group www.gigaweb.com Jupiter Communications www.jup.com Meta Group www.metagroup.com MSN Computing Central computingcentral.msn.com Ovum www.ovum.com TechGuide.com www.techguide.com TechRepublic www.techrepublic.com WebMetro www.webmetro.com
*Call Center - General*
	ACD Call Center Online Learning Center www.call-center.net Benchmarking Portal (Purdue University: Jon Anton) www.benchmarkportal.com Call Center eXchange www.callcenterexchange.com Call Center Managers Forum www.callcentres.com.au Call Center News Service www.callcenternews.com CallCenterOps www.callcenterops.com Call Center Store www.callcenterstore.com Callcentres.net www.callcentres.net Contact CenterWorld.com www.contactcenterworld.com Contact Professional www.contactprofessional.com Customer Contact Strategy Forum www.ccstrategyforum.com Preferred Solutions – The Call Center Directory www.prefsolutions.com SupportIndustry.com www.supportindustry.com TelePlaza (Index of call center resources) www.teleplaza.com
*Call Center - Process & Operations*
	BPR OnLine Learning Center www.prosci.com Gil Gordon Associates (about telecommuting) www.gilgordon.com Kingsland Scott Bauer Associates (about call center design) www.ksba.com
*Call Center Technology - General*
	CallCenterBiz.com www.callcenterbiz.com The CT Portal www.computertelephony.org Telepricing.com (on line pricing for call center technology) www.telepricing.com Workforce Management Group www.wfmg.com
Telephony
	Communications Standards Review www.csrstds.com Federal Communications Commission www.fcc.gov TelephonyWorld.com www.telephonyworld.com
Call Center Training/ HR
	ACD Call Center Online Learning Center www.call-centers.org/training.htm Call Center Coach www.callcentercoach.com
eBusiness
	B to B www.btobonline.com eMarketer www.emarketer.com Epinions www.epinions.com Search Ebusiness www.techtarget.com
CRM
	CRM Assist (ITtoolbox Inc.) www.crmassist.com CRM Community.com www.crmcommunity.com CRM Daily www.crmdaily.com CRM-Forum www.crm-forum.com CRM Guru.com www.crmguru.com CRM Project (Montgomery Research Inc) www.crmproject.com CRM Super Site (TechRepublic) www.crmsupersite.com CRM Xchange (formerly Tele-M@rket) www.crmxchange.com Destination CRM www.destinationcrm.com The Denali Group www.sellmorenow.com eLoyalty www.eloyalty.com/publications/index.asp One to One (Peppers & Rogers Group) www.1to1.com Real Market Research www.realmarket.com Search CRM www.searchcrm.com Tele-M@rket (now CRMXchange) www.telemkt.com TMCNet.com www.tmcnet.com
Outsourcing
	Outsourcing Center outsourcing-experts.com Outsourcing Journal outsourcing-journal.com
ASPs
	ASP Industry Consortium www.aspindustry.com ASP Island www.aspisland.com ASPnews.com www.aspnews.com Web Harbor (an ASP industry portal) www.webharbor.com
eLearning
	Advisor www.advisor.com KMWorld Magazine www.kmworld.com LGuide The E-learning experts www.lguide.com
PUBLICATIONS Business - General
	Business 2.0 www.business2.com BizActions www.bizactions.com
Call Center - General
	The Call Center Directory www.call-center-directory.com Call Center Magazine www.CallCenterMagazine.com Call Center Management Review www.ccmreview.com Call Center News Service Newsletter www.callcenternews.com Call Centre Focus Magazine (UK) www.callcentre.co.uk CCNews www.ccnews.com Connections Magazine www.connectionsmagazine.com Contact Magazine (Canadian quarterly) www.august.ca Customer Interface www.c-interface.com ICCM Weekly www.callvoice.com/callvoice QueueTips www.incoming.com/s2queuetips.html
Outsourcing
	Outsourcing Journal www.outsourcing-journal.com
Telecommunications
	Business Communications Review www.bcr.com Business Solutions Magazine www.businesssolutionsmag.com Communications News www.comnews.com Communications Solutions www.tmcnet.com/comsol Communications Convergence.com www.computertelephony.com Internet Telephony www.tmcnet.com/it MJM Tech www.mjmtech.com Telecommunications www.telecoms-mag.com
Technology
	AFSM (Association for Services Management International) www.afsmi.org Communications ASP www.tmcnet.com/co CRM Magazine www.crmmag.com CRM News Update at Tech Republic.com www.techrepublic.com Customer Inter@ction Solutions www.tmcnet.com Customer Support Management www.customersupportmgmt.com Integrated Solutions www.integratedsolutionsmag.com Knowledge Management www.kmmag.com
Courses/Seminars/Workshops
	The Call Center Directory: Educational and Training Resources www.call-center-directory.com/education_training Call Center Learning Solutions www.callcentertraining.com Call Center Training – On-Line (Quinsigamond Community College, Worcester, MA) www.qcc.mass.edu/cce/call_center_training%20online.htm Business Communications Review www.bcr.com Career Track (Fred Pryor Seminars) www.careertrack.com CMP Media, Inc. www.cmp.com Colorado State University www.learn.colostate.edu/denver/center/iccp.htm Crisp Learning www.crisplearning.com Customer Care Institute www.customercare.com DCI Seminars www.dci.com Global Business Research Ltd. www.global8.com Global Knowledge www.globalknowledge.com Incoming Calls Management Institute www.incoming.com International Quality & Productivity Center www.iqpc.com Learning Tree International www.learningtree.com Padgett-Thompson www.ptseminars.com The Resource Center www.the-resource-center.com Response Design Corporation www.responsedesign.com TechLink Training www.info@tltraining.com Telestrategies www.telestrategies.com
Call Center Conference Organizers
	Advanstar www.advanstar.com Institute for International Research www.iirusa.com International Communications for Management (Marcus Evans) www.marcusevans.com International Business Communications www.ibcusa.com International Quality & Productivity Center www.iqpc.com
Specific Industry Shows/Conferences
	Call Center and CRM Solutions Las Vegas www.callvoice.com Call Center Demo and Conference www.callcenterdemo.com COMDEX www.key3media.com Computer Telephony (CTExpo) www.ctexpo.com Customer 360 Comdex Chicago www.key3media.com/customer360/lv CRM Solutions Conference and Expo 2002 www.crmexpo.com DCI's Customer Relationship Management Conference & Exposition www.dci.com/brochure/crmny Help Desk Institute www.helpdeskinst.com ICCM (Internatioinal Call Center Management Conference & Exposition) www.iccm.com International Customer Service Association www.icsa.com Internet Telephony Conference & Expo 2002 www.tmcnet.com/itexpo Next Generation Networks 2002 www.bcr.com/ngn Planet PDA www.tmcnet.com/planetpda VoiceCon 2003 www.bcr.com/voicecon
Organizations
	Alliance for Telecommunications Industry Solutions www.atis.org American Productivity and Quality Center www.apqc.org American Teleservices Association www.ataconnect.org Call Center Network Group www.ccng.com Customer Care Institute www.customercare.com Direct Marketing Association, Inc. www.the-dma.org Direct Selling Association www.dsa.org Enterprise Computer Telephony Forum www.ectf.org Help Desk Institute www.helpdeskinst.com Information Technology and Telecommunications Association www.tca.org International Customer Service Association www.icsa.com International Engineering Consortium www.iec.org International Telecommunications Union www.itu.int National Convergence Alliance www.convergencealliance.com The Open Group www.ema.org Telecommunications Industry Association www.tiaonline.org
Books & White Papers
	Call Center Bookstore www.callcenternews.com/bookstore/bookstore.shtm Call Center Knowledge Worldwide nt5.syn.net/store2 Call Center Store www.store.yahoo.com/callcenterstorefinal CMP Books www.crmbooks.com CRM Community (White Papers) www.crmcommunity.com/library Incoming Calls Management Institute www.incoming.com InfoEdge: Information Technology Research www.info-edge.com International Engineering Consortium www.iec.org/pubs