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.
As far as technology standards go, Europe lags behind the United States a few years, but chatting – whether with images and sound or not – is something we all do.
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.
Open source is gaining popularity. Open source is appearing increasingly in the news and also big organisations tend to make the switch-over to an open source software packet more often.