Resources

Lightbulb with an open top emitting a network of connections

Resources are selected articles by Mitchell Lieber from numerous publications and how-to guides Lieber has posted on the Knowledgebase blog.

Articles

Selected articles by Mitchell Lieber include the widely re-posted early article about webchat, Can We Chat About Web Chat?, his brief history of call centers, Phone Channel Learns to Adapt, and his 2005 essay about the future of marketing, Toward the 22nd Century. Towards the 22nd Century predicts future developments in marketing communications which are strikingly similar to many in use today.

Knowledgebase

The Lieber & Associates Knowledgebase is a library of how-to guides on contact center topics from Mitchell Lieber’s blog. They span these categories:

Advertising Contact and Call Centers
Assessments and Audits
Call Guides and Scripts
Improving Your Contact or Call Center
Integrating Telephone and Field
Metrics
Monitoring and Supervision
Outsourcing
Sales Leads
Technology
Training and Staff Improvement

More Information

Articles
Knowledgebase