Guided by its expert Editor and an international Editorial Board consisting of leading figures in the field, including contact centre managers, service providers, suppliers, consultants and academics, JCCM 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.

Subscribe now to see how contact centre professionals are dealing with the business challenges of the current market.

ECCCO members can receive 20% off this new publication for contact centre professionals.
When ordering a subscription, please quote reference ‘EC’ to receive 20% off.

More information, Table of Contents, Subscription form under:  www.henrystewart.com/jccm

The official ECCCO award ceremony is intended now to take place in autumn 4th of October 2010 at the Theater Edouard VII in Paris at the ceremony of the PALMES DE LA RELATION CLIENT, an event of our French member association AFRC.

•  Purpose of the event  :
  –      Federate the actors of the Customer Relationship sector
  –      Create an event unique and original
  –      Encourage and support the quality of contact centers
  –      Reward the best performance on contact centers
  –      Participants: companies, outsourcers and consulting firms
•  Methodology for selection of prize-winners :
  –      Registration of candidates on the net
  –      Study of records by a jury of 14 professionals in the customer relationship
  –      Selection of prizewinners

To know more, please visit our website : www.afrc.org/palmes

Each countries winner will be recognised and presented with an ECCCO trophy to signify their achievement in raising the standards of the European call centre industry. Find out more by visiting CCMA (UK) website at: www.ccma.org.uk

The Challenge of Attracting and Delighting Consumers Sustainably

On the 25th and 26th of May 2010, the increasingly notorious international conference CCPortugal will take place, with this year’s theme being: Consumer Experience Innovation – The Challenge of Attracting and Delighting Consumers Sustainably. This event will bring together influential keynote speakers as well as top and middle management from around the world at one of the most beautiful resort hotels in the region (www.visitportugal.com), the Penha Longa Hotel & Golf Resort (www.penhalonga.com) in Sintra, to discuss topics crucial to the development of the Contact Center sector and general economy worldwide.
Read more: www.ccportugal.com

The main objective of this collaboration is to provide all Customer Contact Centres professionals in Europe and in the rest of the world a real information channel regarding the customer contact centres sector. This collaboration offers a variety of documents and information such as white papers, networking opportunities, local and international events, case studies, user profiles, (research and experts statements), and also a wide range of relevant knowledge of the customer contact industry locally and internationally.

In addition, through this collaboration top experts in the field from all over the world will share their expertise and contribute to the learning experiences of our readers by offering information with interesting content as well as invaluable manuals and other resources.

In other words, this collaboration is a unique project, based exclusively on knowledge and content from the sector for the benefit of the customer contact centre community and plays the role of a tool for accessing the full range of related information regarding the global customer contact centre sector. Gabler is an internationally prominent science publishing house and renowned offerer of specialized publications in Europe, with over 60 publishing houses in approximately 20 countries in Europe, Asia and the USA and more than 5000 coworkers worldwide. We publish about 2000 magazines and more than 6500 new books annually.
Market leading Gabler publications for the European market are: Call Center Profi and CallCenter INTERNATIONAL (CCI).

Please be informed that a CCI subscription will be available for the special price of 25 Euro per year (4 issues) for each new subscriber interested in Call Center International magazine within the first year of subscription.
Download the supscription form here!  CCI subscription form

Gain information, advice, solutions and ideas wheater the storm and ensure complete customer satisfaction, whatever your line of business, at this year’s Call Centre & Customer Management Expo.

When? 22-23 September 2009
Where? Birmingham NEC

Find out more:  www.callcentre-expo.co.uk

Management Circle would like to invite you to experience the 12th leading industry event of the Call Center sector in 2010 once again.
Make sure you are also there when the Estrel Convention Centre in Berlin hosts over 7,500 visitors and over 250 exhibitors at Europe’s biggest platform for knowledge transfer, networking, suppliers and service providers in the field of Contact Centre Management. Look forward to hearing over 60 speakers who will share their knowledge with you.

Save the date: 8-11 February 2010, Berlin

Find out more:  www.callcenterworld.de/en

• For United Kingdom: Les Torrance from Sykes Global.
• For Germany: Marion Stempnick-Krings from 2Call Information and Communication Services.
• For Spain: Santiago Espada from Sol Melia.
• For Ireland: Eoin O’Sullivan from Telefonica O2.
• And for Serbia: Bojan Jovic. He represents the Customer Contact Association of Serbia and received the special prize of the ECCCO board and jury for his activity to establish a national call centre association in this very young market.

(from left to right:) Manfred Stockmann, Vice-President ECCCO + President CCF-Germany; Luisa Merino, General Manager of Spanish association “aeecc”; Les Torrance, Sykes Global; Marion Stempnick-Krings, 2Call Information and Communication Services; Eoin O’Sullivan, Telefonica O2; Clair Tonkin, member of the board, CCMA-Ireland; Santiago Espada, Sol Melia; Bojan Jovic, CCAS Executive Director Serbian association; Ann-Marie Stagg, General Secretary ECCCO + Chair of CCMA-UK and Robert Wint, Marketing Director EMEA of the Award sponsor Verint Witnes Actionable Solutions.

Each countries winner will be recognised and presented with an ECCCO trophy to signify their achievement in raising the standards of the European call centre industry. Find out more by visiting the CCMA(UK) website at: www.ccma.org.uk