Purpose

The purpose of this activity is to help Call Centre Managers determine whether their Centre should be using multi-media methods of communication rather than just the telephone and in so doing transform their Call Centre into a Contact Centre.

Benefits

The explosion in internet technology has produced huge benefits in terms of cost savings and speed both in dealing with customers and suppliers. First indications are that there is a corresponding increase in employee motivation due to increase in job breadth.

Related Solutions

Audience

For Call and Contact Centre Managers or those wishing to develop the skills to manage a centre.

Learning method

Practical. Questionnaire and Checklist with pointers as to whether your Centre should be transformed into a multi-media communications channel.

Time to Complete

Length

pages

Participants

Price

(inc. VAT)