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The 4 golden rules of the contact center

Text: Aruna Carver Every contact centre faces the same challenge: improving client’s experience. The size and sector of the contact centre does not matter. A contact centre is a strategic place for other reasons as well. It fulfils two essential functions: increasing customer relations and improving the company’s image. But how do you make sure that a contact centre fulfils these functions in a good … Continue reading The 4 golden rules of the contact center »

Unified Communications

Success Unified Communications is highly dependent on process and knowledge understanding of contact centres Text: Gordon Loader, Senior Manager, Solutions Marketing EMEA at Avaya Unified Communications seemed to be a hype for a long time. More and more companies start to realize that orchestrating communication and cooperation at different locations, times and channels can bring in big advantages. This is certainly the case for contact … Continue reading Unified Communications »


The value of Knowledge and Information management in the Contact Centre Text: Ingmar Dobbelaar − Change Manager at The Customer Contact Doctor Knowledge management and information management make an important contribution to the improvement of the hard Key performance indicators (kpi’s) of the contact centre, like an average decrease of the conversation duration and the increase of client interactions that are dealt with in one … Continue reading Knowledge »

Acoustic shock and hearing damage with call centre agents

Text: Erik Bouwer For a short period of time in 2001 there was some commotion in the call centre world. The media made mention of the fact that the British unions were preparing for dozens of claims of call centre employees. The claims were related to ‘acoustic shock’, contracted by working with headsets. The London lawyer’s office Simpsom Millar acts since the start of the … Continue reading Acoustic shock and hearing damage with call centre agents »

New customer contact concepts, terms and topics

Of course all contact center professionals know the Call Center Management Dictionary, written by ICMI president Brad Cleveland. But in this new era of web 2.0, voice/data integration and multichannel customer contact it sometimes seems that technological developments are going faster than experts explain what they are talking about. What are the new buzz words? By Erik Bouwer Two important developments are creating a whole … Continue reading New customer contact concepts, terms and topics »