10 ENGLISH BOOKS RELATING TO «CONTACT CENTRE»
Discover the use of
contact centre in the following bibliographical selection. Books relating to
contact centre and brief extracts from same to provide context of its use in English literature.
1
Gower Handbook of Call and
Contact Centre Management
This chapter examines the pivotal role of the contact centre manager, and
provides a true understanding of the attributes needed for a successful contact
centre manager. BACKGROUND The business role of the contact centre has
evolved ...
2
The Complete Guide to Call and
Contact Centre Management
This text is a complete up-to-date bible for all call and contact centre professionals in Australia and the Asia Pacific region.
Catriona Wallace, Johanna Hetherington, 2003
3
FCS
Contact Centre Operations L3
James Khumalo, Janice Barrett & Behardien. contact centres, where it is very
important for the agent to get as much information from the customer in as short a
time as possible, the company might require the agent to use a short greeting in ...
James Khumalo, Janice Barrett & Behardien, 2008
4
Affect and Emotion in Human-Computer Interaction: From ...
From Theory to Applications Christian Peter, Russell Beale. In the Moodie: Using
'Affective Widgets' to Help Contact Centre Advisors Fight Stress Nicola Millard1
and Linda Hole2 1 British Telecommunications PLC, Adastral Park, Martlesham ...
Christian Peter, Russell Beale, 2008
Our contact Centre also manages calls for general administrative functions such
as Human Resources and the IT Help Desk. We were getting increasing
complaints from guests about abandoned calls, misrouted calls, and long waits.
6
Operations and Management Principles for
Contact Centres
Featuring sections on managing contact-center performance, recruiting, training, and motivating staff- and customer-relations management, this comprehensive course guide, cowritten by several experts in the field, is ideal for institutions ...
Dennis Farrell, Neil Lilford, Mariaan Ellis, 2008
7
Proceedings of the 10th European Conference on E-Government: ...
Semi-structured interviews were made with managers and employees at the
contact centre and the governmental agencies. Negative attitudes from handling
officers at governmental agencies affected were one of the most difficult problems
to ...
David O'Donnell, Academic Conferences, 2010
8
Employee Engagement Model Facilitating Agent Retention in ...
This study examined the relationship between employee engagement and retention and investigated the factors of the work and organisation that are seen as critical to facilitate employee engagement.
0 Contact centre: This forms the principal entry point for customers to contact the
SSC. It sits above the process teams handling general queries for employees
and line managers. Only specialized or complex queries are referred back to the
...
10
Delivering Effective Services Through
Contact Centres: ...
1.13 There are a number of important differences between the Department's
contact centres and those in the private sector which place constraints on the
Department. They include making use of staff not specifically recruited for contact
centre ...
Great Britain: National Audit Office, 2006
10 NEWS ITEMS WHICH INCLUDE THE TERM «CONTACT CENTRE»
Find out what the national and international press are talking about and how the term
contact centre is used in the context of the following news items.
Contact centres still need people
The 2015 Dimension Data Global Contact Centre Benchmarking Report shows that contact centre operators and owners understand that their ... «IT-Online, Jul 15»
Family Space settles into its new homes in the Oasis Centre
The work they do ranges from working with families of pre-school children through to running the Cheltenham Child Contact Centre. It is hoped ... «Gloucestershire Echo, Jul 15»
Watering restrictions too lax
Although the 3-1-1(contact centre) person said lawn watering was restricted, there is no restriction on hosing/cleaning concrete decks, ... «North Shore News, Jul 15»
New category of NBFCs to help cross-sell financial products
“For the customers it would be a one-point contact centre. Microfinance entities might probably be incentivised with this kind of model catering ... «Business Standard, Jul 15»
Spok and Xovic Partner to Improve Critical Communications for …
Organisations worldwide rely on Spok for workflow improvement, secure texting, paging services, contact centre optimisation, and public safety ... «Business Wire, Jul 15»
Why ecommerce companies need to reassess the 'traditional' call …
Jed Hewson is a director at 1Stream (Pty) Ltd, a pioneer and leading provider of cloud-based contact centre technology in South Africa. «Memeburn, Jul 15»
Customers like live chat
Premier Contact Point provides a hosted contact solution that meets the needs of the modern contact centre. This cost effective solution ... «WhaTech, Jul 15»
Small Business Q&A: Pat Keogh from Arema Connect
We are a 24-hour contact centre. For small business it would be to divert the flow for themselves either in office hours or through 24 hours. «Irish Examiner, Jul 15»
Nissan puts foot on customer service accelerator
... staff was being hampered by the system – but, at the same time, it also had little visibility into how the contact centre was actually performing. «Diginomica, Jul 15»
New staff at council's contact centre to combat 276-second phone …
THE average response time for phone calls at the council's contact centre this year is 276 seconds – but there will be an imminent increase in ... «Warrington Guardian, Jul 15»
