Yearly Archives: 2009

Knowledge

The value of Knowledge and Information management in the Contact Centre Text: Ingmar Dobbelaar − Change Manager at The Customer Contact Doctor Knowledge management and information management make an important contribution to the improvement of the hard Key performance indicators (kpi’s) of the contact centre, like an average decrease of the conversation duration and the … Continue reading Knowledge »

Acoustic shock and hearing damage with call centre agents

Text: Erik Bouwer For a short period of time in 2001 there was some commotion in the call centre world. The media made mention of the fact that the British unions were preparing for dozens of claims of call centre employees. The claims were related to ‘acoustic shock’, contracted by working with headsets. The London … Continue reading Acoustic shock and hearing damage with call centre agents »

New customer contact concepts, terms and topics

Of course all contact center professionals know the Call Center Management Dictionary, written by ICMI president Brad Cleveland. But in this new era of web 2.0, voice/data integration and multichannel customer contact it sometimes seems that technological developments are going faster than experts explain what they are talking about. What are the new buzz words? … Continue reading New customer contact concepts, terms and topics »