Call centre resources - White papers
Our white papers provide insight and opinion surrounding current and future call centre issues. To access individual papers click on the titles below.
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SIP, Call Centres and the Intelligent Edge
The SIP call centre is a central component in developing and delivering a multiplicity of enhanced and new services to the call centre and the call centre's customers.This paper anticipates the impact SIP will have on the call centre and the extension of this core platform to new "Intelligent Edge" technology and services.
Call centre skills based routing in practice
Callers are often faced with an array of different numbers to dial depending on which service they require or, a single number and being presented with an automated system, with an increasingly complex set of options to allow the caller to select the required service. Neither option is popular!Call Centre managers must strike the balance between providing excellent service to each caller and optimising the cost of the call centre operation. This white paper discusses the issues and suggests solutions. .
Balancing call centre productivity and business objectives
Increasingly operational metrics are becoming only one element of the performance mix; business outcomes - the quantity, quality and value of contacts have become a key indicator of how successfully a call centre is operating.Balancing the drive for improved business outcomes with the needs to maximise efficiency and minimise expenditure can be very difficult.