| Publisher | Capgemini | ||
|---|---|---|---|
| Format | Date added | 03 Sep 2007 | |
| Topics | Call Center - Contact, Services | ||
| Downloads | 4 | ||
In the late 90s, the Flemish Government put transparency and easy accessibility for all citizens high on its agenda. The goal was to serve citizens in a professional, user friendly manner and address all questions regarding the Flemish Government. Citizens expected to be served via other communication channels besides high-quality telephone support. Strategic decisions were made to: set up the contact center as a Public-Private Partnership, consider knowledge management as one of the main drivers for success, maintain excellent relations with the different administrations of the Flemish Government, establish the contact center as a pioneer in the use of leading edge technologies and focus on delivering a high-quality public information service.
Did you find this white paper useful?
24 out of 50 users found this white paper useful
Related white papers
Responding quickly to changing markets: Anticipate, Adapt, Excel
Market change is relentless: ever-higher customer expectations, shrinking product life cycles, and new rivals on the scene all accelerate the pace. But small businesses and midsize companies have one distinct...
Clearing the Way for Faster, Smarter Decisions: Instant, Accurate Information Drives Competitive Edge
Decisive actions can elevate your business above the competition and help your company grow and stabilize. But decisive leadership requires accurate, timely, and accessible information, along with the right software...
From Voice over IP to Unified Communications: Simplify System Management
Telephone system manageability depends to a great extent on the underlying architecture of the voice system. Some platforms are extensions of legacy voice switches, others are built on top of...
Marks & Spencer: Customer Relationship Management Solution
The client Global retailer Marks & Spencer wanted to turn its already strong customer service operation into a highly efficient system for responding quickly and effectively to customer. A collaborative...
Promoting Growth through Incentive Compensation Management
Efforts to motivate behavior in a complex business environment lead to complex sales compensation plans. While many of these plans have met success, some well-intentioned plans can lead to unexpected...
Sales Compensation & Performance Management 2009 Survey Results and Analysis
Based on 1000+ companies, the CSO Insights' 2009 Sales Compensation & Performance Management Report provides summaries of what strategies and tactics companies are employing. The findings offer insights and the...
Final Chance to Learn how Business Leaders are making IT work for them
The importance of effective decision making and aligning business strategy with your daily activities is essential in times of economic crisis, but also during periods of sustained growth and success....
