Monthly Archives: September 2010

An innovative contact centre

Text: Yvonne Stienstra What can you do with Unified Communications and the New way of Working in a contact centre? Vodafone gives us a peek of the (new) work environment. Touchdown, peak workspot, focus room, villages… All new expressions for Vodafone employees since 2009. Last year our offices were redesigned so that we can work flexible and mobile. This limits unnecessary travel and is good … Continue reading An innovative contact centre »

New European quality standard is guiding principle for contact centres

(by Paul van Ladesteijn) There is a new quality standard for contact centres. The “European Contact Centre Standard” (ECCS) was published in the spring of 2010[i]. The ECCS is an initiative of the European Commission. Years of dissatisfaction of customers about long waiting times, lack of clarity about the costs of service numbers, wrong answers, endless transferring of calls and unfriendly treatment; Brussels did not … Continue reading New European quality standard is guiding principle for contact centres »