UK and IrelandBusiness Cases
Welcome to the Business Cases subject, the available knowlege bank articles are displayed below.
Knowledge Bankknoweldge bank rss
Call Recording - Case Study 2
It has been a common misconception that call recording is a luxury, only needed by large contact centres, whereas small to medium sized businesses … View
Call Recording for Mystery Shoppers
TP was amongst the first to recognise the need for business continuity and exceptional workload management in contact centres, they trebled the siz… View
Cost Benefit Analysis (CBA)
A cost benefit analysis is made to appraise or assess a proposal to make a decision. Benefits are expressed in monetary terms and compared with… View
Diallers
Outbound dialling systems are typically used where high volumes of quick turnover outbound calls are required, such as when running outbound telema… View
How to Convince Senior Managers
Many call centres under-resource as they ignore service level when calcuating FTEs required. This is not neccessarily intentional, but they si… View
Key Bullet Strategy Reasons
Strategy There are many strategic reasons for the establishment of call centres, companies in their drive for excellence look to the combinatio… View
Predictive Dialling ROI
Predictive diallers have considerably enhanced outbound calling by the use automation. In some cases, predictive dialling can improve product… View
Shrinkage Absences
Do you allow for appropriate staff shrinkage in your centre? View
Under-Resourcing - Case Study
Case Study Let me describe the scene I was faced with when I moved sideways as call centre manager from the financial services, which are consi… View
Work-load & Service Level and the Wrong Way to Resource
The methods of calculating staff in a call centre differ significantly from methods used for general productivity. Given the same hours of wo… View