Middle Management and Call Centre Articles / Case Study

Article

More than just a training tool — using a Learner Management System to unify systems and improve processes (Case Study) (Februarie 2010)

Is Your Training Provider SETA Accredited?         (The Benefits of a SETA-Accredited Training Provider) (June 2009)

Transforming the Call Centre with evolved Workforce Management         (Workforce Management Foundations, part 3) (February 2009)

Exploiting the strategic value of Workforce Management         (Workforce Management Foundations, part 2) (January 2009)

Laying the right Workforce Management Foundations         (Workforce Management Foundations, part 1) (December 2008)

Closing the Call Centre Quality Gap, part 3 (July 2008)

Closing the Call Centre Quality Gap, part 2 (June 2008)

Closing the Call Centre Quality Gap, part 1 (May 2008)

Much Ado about Nothing (April 2008)

Who are the potential leaders in your organisation? (March 2008)

Call Centre Competitiveness - How much is the middle management training gap and lack of an adequate call centre skills base costing SA?  (January 2008)

These articles by Jeff Austin are the property of Siyandza Skills Development. Should you want to re-publish these articles please contact us.

Additional Call Centre White Papers

Reducing the problems caused by agent attrition, Part 1 (2009)         An independent White Paper by ContactBabel commissioned by Avaya Intelligent Communications.

Reducing the problems caused by agent attrition, Part 2 (2009)        An independent White Paper by ContactBabel commissioned by Avaya Intelligent Communications.

Improving agent optimisation and efficiency. (2009)         An independent White Paper by ContactBabel commissioned by Avaya Intelligent Communications.

Improving Customer Satisfaction (2009)        An independent White Paper by ContactBabel commissioned by Avaya Intelligent Communications.

These are independent White Papers by ContactBabel commissioned by Avaya Intelligent Communications. All rights reserved.