Contact Centre GuideA concise reference document which details best practice and potential risks. Outlines the advantages and disadvantages of in-house solutions, outsourcing or partnering with reference to contact centres.
Describes current and evolving contact centre technology and the potential impact upon CRM such as catering for cal volume variations and call overload. Contains a baseline guide from the Local Authority Contact Centre benchmarking group and a guide on how to get started.
Also covers personnel issues such as staff selection, retention and home workers.
Includes case studies from successful local authority implementations and contains further references and bibliography. | Author | CRM National Project |  View or Download | | Authoring body : | CRM National Project | | Date available : | 1 March 2004 | | Programme : | CRM
| | Workstream : | B5.0 | | Product type : | One-off product
| | Project stage : | Design
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| | Gershon categories : | Transactional services
| | Service areas : | Business
Community and living
Council, government and democracy
Education and learning
Environment
Health and social care
Housing
Jobs and careers
Legal services
Leisure and culture
Policing and public safety
Social issues
Transport and streets
| | Priority service outcomes : | Integration of CRM with back office using workflow
CRM across access channels
| CPA key lines
of enquiry : | Corporate - Ambition for the council
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