Archive for October 23rd, 2012

Contact Management: Rules of thumb

Tuesday, October 23rd, 2012

Rules of thumbImplementing a call centre from scratch or making changes and additions to an existing contact management operation requires careful thought and planning.

We frequently have conversations with customers along the following lines “I’m thinking about a new facility. Before I undertake the detailed planning I just need a rough idea about….”

Our “Contact Management Rules of Thumb” provide broad-brush answers  to Frequently Asked Questions based on a combination of mathematical analysis and empirical evidence from real-world users.

For example we are often asked “What productivity gain will I get from a predictive dialler?

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