Associations and Links
Associations
British Standards Institute
www.bsi-global.com
Customer Contact Association
www.cca.org.uk
Call Centre Helper
www.callcentrehelper.com
Call Centre Managers Association
www.ccma.org.uk
CBI
www.cbi.org.uk
Chartered Institute of Bankers in Scotland
www.ciobs.org.uk/
CIPD
www.cipd.co.uk
Direct Marketing Association
www.dma.org.uk
Help Desk International
www.helpdeskinst.com
ICS
www.instituteofcustomerservice.com
Incoming Calls Management Institute
www.incoming.com
Independent Committee for Supervision of Standards of Telephone Information Services (ICSTIS)
www.icstis.org.uk
Institute for Employment Studies
www.employment-studies.co.uk
Institute of Directors
www.iod.co.uk
International Customer Service Association
www.icsa.com
Investors in People
www.iipuk.co.uk
Scottish Qualifications Authority
www.sqa.org.uk
Telephone Helplines Association
www.helplines.org.uk
Trade Unions Congress
www.tuc.org.uk
Qualifications and Curriculum Authority
www.qca.org.uk
Government Bodies
Cabinet Office
www.cabinet-office.gov.uk
Data Protection Commission
www.dataprotection.gov.uk
Department for Education and Skills
www.dfes.gov.uk
Department of Trade and Industry
www.dfes.gov.uk
e-Skills
www.e-skills.com
Health and Safety Executive
www.hse.gov.uk
OFTEL
www.oftel.gov.uk
Scottish Executive
www.scotland.gov.uk
Magazines
Contact Center World
www.contactcenterworld.com
Contact Centres - Industry Magazine
www.contact-centres.com
CMP Europe
www.cmp-europe.com
Customer Management
www.customermanagementonline.com
Customer First Magazine
www.instituteofcustomerservice.com
Human Resources
www.humanresourcesmagazine.com
International Journal of Call Centre Management
www.winthrop-publications.co.uk/CCMFrontpage.htm
People Management
www.peoplemanagement.co.uk
Research Bodies
Datamonitor
www.datamonitor.com
Forrester Research
www.forrester.co.uk
Gartner
www.gartner.com
IDS - Incomes Data Services
www.incomesdata.co.uk
IRS - Industrial Relations Services
www.irseclipse.co.uk
International Associations
Australia
Australian Call Centre Managers' Forum
www.callcentres.com.au
CallCentres.net
www.callcentres.net
Customer Contact Management Association
www.ccma.asn.au
Benelux
Help Desk Institute Benelux BV
www.hdibenelux.com
Canada
Call Centre Managers' Association (CCMA)
www.ccmacanada.com
Denmark
Support Services Institute (SSI Danmark)
www.supportinst.com
Finland
Help Desk Institute Nordic Oy
www.hdin.net
France
Association Francaise des Centres de Relation Clientele (AFRC)
www.afrc.org
Germany
Call Centre Forum Deutschland
www.call-center-forum.de
Help Desk Institute Germany
www.helpdeskinst.de
Hong Kong
Hong Kong Call Centre Association
www.hkcca.com
Ireland
Customer Contact Management Association
www.ccma.ie
Italy
Customer Management and Multimedia Call Centre
www.club-cmmc.it
Japan
Help Desk Centre
Email: asamoto@jioa.or.jp
Korea
Korean Telemarketing Association
www.telemarketing.or.kr
Netherlands
Call Centre Managers Association
www.ccma.nl
New Zealand
Telecommunications Users Association New Zealand
www.tuanz.org.nz
Norway
Service Quality Management Norway AS
www.supportinst.com
Sweden
Swedish Call Centre Federation
www.sccf.se
Switzerland
Call Centre Network Switzerland
www.callnet.ch
United States
Help Desk Institute US
www.helpdeskinst.com
Call Centre Network Group
www.ccng.com
Venezuela, Panama, Columbia, Dominican Republic Help Desk Institute
See www.helpdeskinst.com
Orange
"The Calcom staff's involvement, expertise and encouragement has been a major contributing factor in our success and I look forward to continuing our relationship."
LEGO Direct
"Calcom's Discovery Journey gave a clear understanding of how important our internal people experience is to the overall satisfaction and loyalty of our customer base."
RBS
"Beneficial learning that could bring about cultural changes and tackle attrition."
Morgan Stanley
"Fun, interesting, motivating - a breath of fresh air!"
Scottish Equitable
"Calcom really knows their stuff. They brought a very informative and clear direction for the future development of our Contact Centres."
Yorkshire Building Society
"This has provided an excellent insight into transforming our Customer Service Operation into a sleek and successful focus for the entire company to model themselves around."
Advance Group
"Highly relevant, leading edge, knowledgeable and skilful."
Hotel Chocolat
"The whole emotional intelligence thing! It's been fascinating to hold a mirror up and identify the areas I need to change in my personal leadership styles - I had no idea I could be so influential."
Vertex
"I have realised that Contact Centre Leadership and Management is a real skill set and I will never take it for granted again."
Bradford & Bingley
"I have now totally focused myself on all aspects of strategic management within the Contact Centre."
One Account
