ECCCO : European Confederation of Contact Centre Organisations
ECCCO has been created in 2002 to encourage and assist [...]
Introducing contact centre principles in the back office
Where in most organisations the front office can merely be [...]
Hooray … it’s Monday!
How often do you hear your agents shout that? Here [...]
The evolution of evaluation
Does this sound familiar? A training course was finished with success, a beautiful evaluation report was made and after the closing conversation it ends up at the bottom of your desk drawer. And it’s back to work as usual.
Joining a branch organization?
Where a new field of study arises, the need to share knowledge and meet like-minded people grows.
Age awareness employment policy at contact centres
Almost every contact centre consists of employees that belong to different age groups. This has both advantages and disadvantages. For a team leader it is often difficult enough to find the right way of coaching an agent.