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Service assessment: front-line and support
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Competencies, resourcing levels, staff ratios and supervision
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Technology supporting helplines, call centres and high-volume processes
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Planning and monitoring of staff resources
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New business models and workflow management
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Key performance indicators and management information
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Benchmarking, quality assurance and efficiency issues
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Assessment of recruitment, training and competencies
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Demand management
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Literature distribution services
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Software for the strategic and operational assessment of call centre-based services
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Call centre training for advisors, agents, supervisors and managers
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