Sense and nonsense of paying and free telephone numbers in a customer care environment
Sense and nonsense of paying and free telephone numbers in a customer care environment.
Social media and customer contact
More and more organizations give social media a prominent place in their communication and marketing strategies. Ignoring Facebook and Twitter is not an option anymore.
Education for contact center professionals
The evolution of the contact center industry has resulted in a wide range of training courses and educational tracks for contact center professionals.
Well, she said something like…
The next few years will show a change in the way we communicate with organizations and friends.
Customer contact solutions with the help of speech recognition, the state of affairs
Text: Dr. Ir. Wim Luimes Speech recognition enables people to [...]
Sense and nonsense of benchmarking
A benchmark is a comparative study between the practises and performances between companies. Benchmarks can offer an insight on best practices, the right development direction or index numbers as financial variables.
An innovative contact centre
Text: Yvonne Stienstra What can you do with Unified Communications [...]
New European quality standard is guiding principle for contact centres
(by Paul van Ladesteijn) There is a new quality standard [...]
ECCCO : European Confederation of Contact Centre Organisations
ECCCO has been created in 2002 to encourage and assist [...]
Introducing contact centre principles in the back office
Where in most organisations the front office can merely be [...]