Monthly Archives: September 2010

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, … Continue reading New European quality standard is guiding principle for contact centres »