ECCCO has been created in 2002 to encourage and assist in the development of European National Contact Centre Associations by bringing together all the European National Associations / Organisations, fostering free and frank information exchange on issues relating to Call Centre services. Using our combined voice to influence ECCCO is a non-profit association that will promote the interests and needs of the European contact centre … Continue reading ECCCO : European Confederation of Contact Centre Organisations »

Where in most organisations the front office can merely be surprised by unpredictable peaks, the back office is often still a black box. Implementing first call resolution will be difficult if the back office is not tightly organized. Menzis, a Dutch health care insurer, decided to organize the back office with Verint as measurement and organization tool. Step by step of course, so that culture … Continue reading Introducing contact centre principles in the back office »

How often do you hear your agents shout that? Here are few valuable tips on how to achieve a better work culture, taken from one managers’ personal experience. More here>>

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.

Where a new field of study arises, the need to share knowledge and meet like-minded people grows.

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.