| 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?
27 out of 50 users found this white paper useful
Related white papers
HR Analytics Come into their Own
Read this article from EIU about HR analytics as a critical tool for keeping HR and orgainizational-development executives strategically oriented, and for presenting to business leaders the kind of data...
Making the Business Case for HR Investments
Explore how HR systems can provide strategic benefit to both the HR department and the business overall, for use in building a business case for HR investments. In addition, this...
The Collaboration Advantage
In the global economy, the nature of business relationships is changing rapidly and executives at companies of all sizes realise the need to collaborate and partner more frequently with suppliers, customers...
Enterprise 2.0 Case Study: Following Zappos
Zappos spends about $300,000 a year on utilizing the various tools of digital communications such blogs, microblogs and streaming video as customer interaction channels. That's a good (though not easy...
The Top 10 Secrets to Using Data Mining to Succeed at CRM
Companies that have successfully used data mining to boost their CRM efforts have a wealth of experience to share. This white paper provides 10 tips that your organization can benefit...
Software Vendor Boosts Productivity for Contact Centers With Unified Communications
Independent Software Vendor (ISV) ComputerTalk integrated its contact-center software with Microsoft Office Communications Server 2007 R2. With this solution, the ISV's clients gain presence awareness for their agents, as well...
Yaofang.com Builds a High Efficiency Platform for Customer Service
Yaofang.com wanted to expand the functionalities of the call center system to enable medical experts and staff to attend to customer queries through several channels and introduce new customer contact...
