Changing the traditional approach of CRM into Citizen Relationship Management, of e-Government into GoVoicement, while integrating data, information, knowledge, media, and services for the citizen. Conceived as a paradigm of communication with the citizen, the main...
In the effort to maintain a global market presence, companies face some tough challenges such as cost effective management of multilingual and translingual processes. According to a survey by the VDI/VDE Center for Information Technology (Germany), the main...
With a decrease of 10 and 17 per cent respectively in the number of exhibitors and visitors, the escalation of Iraqi conflict and the global economical deceleration definitely took their toll at CeBIT 2003, an international gauge for ICT industrys vitality. The...
UK businesses are not taking advantages of the opportunities presented by contact centres to support their brands and build customer loyalty. Rather, they are fire-fighting perennial and predictable problems such as large call volumes, fluctuations, peaks and a range...
If you took a representative sample of the population and asked them to recount stories of good and bad customer service, the chances are you wouldn’t hear two stories alike. Some people will expect personalised customer service each time they contact a company,...
In a pilot scheme, the UK National Health Service call center, NHS Direct call centre now allows patients to report side effects from drugs. It has started in Beckenham, which covers south east London, and, subject to experience there, will be rolled out to all 22 NHS...
