We then make our final choices for award winners based on these follow-up interviews, and inform customer care managers shortly after we make our selections. Call Center used to announce award winners in magazine issues in previous years. But starting in 2001, we are first announcing winners at Call Center Demo and we are highlighting them in our June 2001 issue. If Call Center Magazine already covered your call center during the year before, then the editors will consider your center among potential nominees for the award. If we write about your call center this year, the editors will keep the center in mind among possible nominees for awards next year.
Case studies are features based on interviews with customer care managers about their call centers.
Each issue includes at least one case study, and you can refer to our editorial calendar on this Web site to find out the topics of case studies scheduled for each issue. Call centers' practices of serving customers, whether these centers focus on support, assist Web site visitors or apply the philosophy of customer relationship management in their communication with customers. Call centers' internal operations, such as recruitment, training, quality assurance and disaster recovery, plus other approaches to customer service that occur behind the scenes, like maintaining multiple locations or partnering with outsourcers. In these articles, we often take a broad look at the challenges call centers face in adapting to new expectations from customers, such as demand for live on-line service. Then we explain in detail how companies use new technology to help them meet customers' expectations, and the impact of technology on how they now serve customers.