Starting out:
In my (relatively short) professional career in contact center industry, I have seen a lot of sites and blogs discussing various issues regarding contact centers. What I have failed to find while I was starting out my contact center adventure, was a good free site with definitions of the basic terms and concepts that define the industry.
Therefore, most of the initial posts of this blog are introductory to the concepts related to contact centers. My plan is to use those posts as a handy reference of material, that will help make future posts easier to understand for someone not so familiar with the industry. These initial posts will cover both technological and business issues. Surely you may find the information included in these initial posts in wikipedia and countless other sources (and is actually a good thing to check these out at some point). However, along with the relevant things, most of these sites contain details that are not really important in understanding the general picture.
[Update 19/05/2011]
At this point I feel that many of the basic terms related to contact centers have been discussed in various depths (everything naturally relates to my personal experience and knowledge on these issues). Posts from now on will often be more detailed - often exploring seemingly trivial details that can make the difference. I will also start discussing more often specific products that can be parts of various types of contact centers.
Content sources - License
All content written herein (text, pictures, logos etc) is my own creation unless otherwise stated. Whenever there are references to work of others, proper credit will be given. Should you spot errors (spelling/semantic or anything else) on any of the posts, please leave a comment and I will correct them. All content can be freely reproduced as per this Creative Commons License.
