Monthly Archives: January 2010


By |2016-08-29T16:30:37-07:00January 18th, 2010|Smarter Working|

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 increase of client interactions that are dealt with in one time.

Contact centres multicultural?

By |2016-08-29T16:33:32-07:00January 18th, 2010|Contact Center|

From a marketing perspective multiculturalism seems a segmenting principle; pigeon-hole people and use a segmentation principle like origin, disposition, faith, interests, clothing and treat them as may be expected from the core values belonging to them.