Core Competencies Of A Call Centre AgentCore Competencies Of A Call Centre Agent

The migration of a call centre to a contact centre

The Police Assistance Line is a front-end business process that drives economies and efficiencies through the NSW Police Force by releasing operational police to the front line. It is also one of the NSW State Government’s most technically advanced call centres. This paper develops a model for the PAL facility to move from being an inbound people-centric telephone call centre to an interactive ...

The “call Centre” Installation

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A Multimedia Call Centre on the Internet

The proliferation of the Internet and the web has changed the way people interact and conduct business. Video and audio communications have become prevalent. It is expected that the advance in technology will revolutionise the way call centres are set up and run. Multimedia call centres will gradually replace the traditional help-desks ones based on telephony to provide better customer service ...

Holistic assessment of call centre performance

Local Expertise at an Emergency Call Centre

Some important research has been undertaken in recent years on knowledge management within the CSCW community, drawing attention to the inherently social properties of knowledge and how it is shared. Much of this work has demonstrated the complex and sophisticated needs of so-called knowledge workers, and the requirement for better understandings of knowledge sharing processes. The example we p...