Contact Centres
About Contact Centres
Contact centres are used in every sector for market research, telemarketing and sales, account enquiries, customer assistance and emergency response. They have now become an integral part of successful business operations.
The forum helps members improve their understanding of call handling, email and web message routing, automated services, interactive voice response, contact handling applications, customer relationship management systems, plus other applications used to record information about customers, services and products.
The priorities identified for the Contact Centres Forum are:
- Awareness of communications protocols and networking arrangements for managing contracts;
- Contact centre planning and forecasting;
- Recruitment;
- Training and development;
- Operational management;
- Performance improvement;
- Quality and compliance.
Current Discussions
IAS demonstrates carbon savings in remote contact cente
Posted on: 23/04/09
The Immigration Advisory Service charity has significantly cut its carbon footprint by transferring some of its contact centre work to people’s own homes. The annual saving of 93 tonnes...
First Contact Resolution - what's best practice?
Posted on: 17/03/09
FCR ... Discussion Topic Background First Contact Resolution (FCR) is a measure that is in growing use by Contact Centres. Also called one-and-done, first touch resolution etc, 2008 research by...
Forum Leader: Steve Pink
