Monthly Archives: August 2010

ECCCO : European Confederation of Contact Centre Organisations

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 … Continue reading ECCCO : European Confederation of Contact Centre Organisations »

Introducing contact centre principles in the back office

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 … Continue reading Introducing contact centre principles in the back office »