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Back To Basics For Performance Improvement
Contact Centre performance improvement

Back To Basics For Performance Improvement

A discussion about a Contact Centre Performance Improvement project went back to basics to deliver a quick recovery enabling the development of an organisation wide Contact Centre Strategy.

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How to write a call centre business plan
How to write a call centre business plan

How to write a call centre business plan

In this Call Centre Helper article, Martin Jukes discusses considerations in How to Write a Call Centre Business Plan including the objectives, the factors involved in design and the importance of taking a business wide strategic approach to ensuring that the final service represents your brand and values.

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Is Homeworking the new normal?
Call Centre - Corporate Office ** Note: Slight blurriness, best at smaller sizes

Is Homeworking the new normal?

Is Homeworking the real future for Contact Centres and what are the implications of this approach.

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Contact Centre KPI’s
Contact Centre KPI's

Contact Centre KPI’s

An overview of how Contact Centre KPI's should be developed and used. Highlights common mistakes where the wrong measures are in place or incorrectly used.

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