Knowledge

Knowledge management and information management make an important contribution to the improvement of the hard Key performance indicators (kpi’s) of the contact centre, like an average decrease of the conversation duration and the increase of client interactions that are dealt with in one time.

Unified Communications

Unified Communications seemed to be a hype for a long time. More and more companies start to realize that orchestrating communication and cooperation at different locations, times and channels can bring in big advantages.

The 4 golden rules of the contact centre

Every contact centre faces the same challenge: improving client’s experience.

Agent profiles and client profiles

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 employees in a right way, in order to handle client contacts as effective as possible.

Agent Selection

Everyone seems to have a negative experience with contact centres that call during dinner time with a fantastic offer of green energy or a loan with an interest rate that you just cannot refuse.

The IT-infrastructure of a call centre

What are the most important points of interest regarding the IT-infrastructure?

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