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Open source software: what is it?

By |August 10th, 2009|

Ruben van Wendel de Joode Open source is gaining popularity. Open source is appearing increasingly in the news and also big organisations tend to make the switch-over to an open source software packet more often. [...]

The IT infrastructure of a call centre

By |August 3rd, 2009|

Monique Bulthuis and Stefan Schaap What are the most important points of interest regarding the IT-infrastructure when equipping a call centre? A lot of companies immediately start with setting up the hardware and software components. [...]

Agent selection

By |July 13th, 2009|

Text: Alfons Daanje Working at a contact centre: the past few years this was not a good opener at parties, birthdays or at the café when someone asked about the job of another person. Everyone [...]

Agent profiles and client profiles

By |July 6th, 2009|

Text: Christian Pijnenborgh The question which many contact centre managers frequently ask themselves is in which way an efficient contact centre operation can be organized by making use of the knowledge and experience of the [...]

Contact centres multicultural?

By |June 29th, 2009|

Text: Wim van der Ven From a marketing perspective multiculturalism seems a segmenting principle; pigeon-hole people and use a segmentation principle like origin, disposition, faith, interests, clothing and treat them as may be expected from [...]

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