http://www.thecma.com/rss/forum/ 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.   en-uk Fri, 30 Jul 2010 17:13:59 GMT Fri, 30 Jul 2010 17:13:59 GMT http://blogs.law.harvard.edu/tech/rss Design Militia (www.designmilitia.co.uk) RSS Generator 1.0 no-reply@thecma.com (Admin) no-reply@thecma.com (Admin) http://www.thecma.com/forum/Contact_Centres/IAS_demonstrates_carbon_savings_in_remote_contact_cente/ 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 of CO2 achieved by the IAS working with new technology supplied by HomeCallCentre (HCC) has been independently verified by the Communications Management Association, which was supported by the Carbon Trust. The full case... Thu, 23 Apr 2009 00:00:00 GMT http://www.thecma.com/forum/Contact_Centres/IAS_demonstrates_carbon_savings_in_remote_contact_cente/ http://www.thecma.com/forum/Contact_Centres/First_Contact_Resolution_whats_best_practice/ 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 the Professional Planning Forum showed that FCR is used by almost 60% of call centre team leaders surveyed and it is also increasingly used at the business level to drive focus on areas where systems or process... Tue, 17 Mar 2009 00:00:00 GMT http://www.thecma.com/forum/Contact_Centres/First_Contact_Resolution_whats_best_practice/