ARTICLES
Customer Interface - The ICCM Journal - When terminations are necessary. January 2005
Ipsos-Reid Call Centre of the Year Awards - AllThingsValued is excited to announce our participation in the Ipsos-Reid selection of the 2004 Canadian Call Centre of the Year. April 2004
Contact Management Magazine - Individual Performance Targets - Call Centres' big Mistake? Dec 2003/Jan 2004
Direct Marketing News - 5 Key People Challenges - October 2003
Direct Marketing News - Call For Recognition - June 2003
Contact Professional - Time Management in a Call Center? - October 2002
ICCM Weekly - Shouldn't the CC Manager and his Management Team have the same priorities as Senior Management? Yes and no - September 2002
CCNews - The agent: Your MVA - December 2001
CCNews - Turn your employees into Job Masters - June 2000
Call Center Management Review - Consider Agent Turnover to be a Friend, Not a Foe - May 2000
Financial Post - Managing in the e-age - March 30, 2000
National Post - Call Centre Manager
of the Year - August 1999
