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Unified Communications

By |April 20th, 2009|

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. [...]

Knowledge

By |April 9th, 2009|

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 [...]

New customer contact concepts, terms and topics

By |February 23rd, 2009|

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 [...]

Offshoring in your neighbourhood

By |February 16th, 2009|

Although a delicate matter, opportunities to offshore or outsource customer contact have increased. In Europe, the volume of outsourced calls is around 12 percent. Fastest growing model is homeshoring. By Erik Bouwer Increasing economic pressure [...]

From opt-out to opt-in

By |January 10th, 2009|

Erik Bouwer It is cheaper to keep a client than to bring in a new customer. Different studies show that direct accessibility of companies and institutions is getting increasingly important for customers. Organizations need to [...]

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