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 [...]

The 4 golden rules of the contact center

By |June 24th, 2009|

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 [...]

Video chat in business: a toss-up

By |April 27th, 2009|

Text: Floris van der Veen, ceo LiveCom, www.livecom.net “When I’m surfing the internet after work hours, I always check who’s also online. I stay in touch with my friends in Barcelona via Skype, Facebook and Live [...]

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