The migration of a call centre to a contact centre
نویسندگان
چکیده
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 multimedia contact centre where customers have the choice of communication channel. It also identifies some significant challenges that must be overcome to realise the goal.
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