UK and IrelandWelcome to the subject.
Knowledge Bankview more…knowledge bank rss
A 'Box' Full of Quality
Too many call centres simply don't do quality, never mind have a quality process to support their call handling. Why does this happen?&nb… View
A K Erlang
Agner Krarup Erlang (1878-1929) View
A Suite of Metrics
Some call centres believe they can select metrics off different 'shelves' - company y decides on the following selection: Service L… View
White Papersview more…white papers rss
Answering Machine Detection: Aspect Software
This paper describes the Aspect Answer Machine Detection (AMD) operation of the Digital Communications Processor (DCP). Overview AMD accura… View
Assessing Call Centre Quality using the SERVQUAL Model
Investigative research into service quality in a call centre View
Back Office Process Management: Aspect Software
The Back-Office Staff Optimization Opportunity Contact centers and back-office departments are two of the most people-intensive functions in en… View
Case Studiesview more…case studies rss
Advanced Quality Analysis: Aspect Software: BROCHURE
Analytics-driven quality ensures that your customer-facing resources are focused on what matters to the customer and your company – driving b… View
British Gas Unified IP (UC): Aspect Software
The Company British Gas provides gas, electricity and home repair services to millions of customers in Scotland, Wales and England. Part of the… View
British Gas Workforce Optimisation (WFO): Aspect Software
The Company British Gas Services (BGS) is the largest domestic central heating and gas appliance installation company in the UK, directly emplo… View
Toolkitsview more…toolkits rss
ACD Custom Reports 1
Content for your own designer ACD custom reports. … View
ACD Custom Reports 2
Content for your own designer ACD reports … View
ACD Custom Reports Hierarchy
When developing custom reports you will need a whole hierarchy from agent level to call centre level - as per Visio document (you can get Visio Vie… View