2010 Contact Centre Industry Directory First Call Resolution–The ...
2010 Contact Centre Industry Directory First Call Resolution–The ...
2010 Contact Centre Industry Directory First Call Resolution–The ...
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table of contents<br />
JANUARY/FEBRUARY <strong>2010</strong><br />
features<br />
◗◗ 12. Personal profile<br />
Brampton exports its customer service to China<br />
Rhonda Tsingos talks about 311 services, an expertise exchange with<br />
China, and her work with the City of Brampton call centre.<br />
By Elizabeth Winter<br />
departments<br />
◗◗ 4. From the editor<br />
When call centres come to the rescue<br />
◗◗ 5. Readerboard<br />
The latest industry news<br />
5<br />
Focus on <strong>First</strong> <strong>Call</strong> Resolution<br />
◗◗ 14. Case Study - Utility powers up FCR rates<br />
Newfoundland Power created a system to track and report on FCR<br />
By Ron Glen<br />
◗◗ 16. COVER STORY • <strong>First</strong> <strong>Call</strong> Resolution—The silver bullet metric<br />
<strong>First</strong> of three-part series that excerpts section of SQM’s World<br />
Class <strong>Call</strong> Center Book dealing with first call resolution.<br />
By Mike Desmarais<br />
◗◗ 9. People<br />
Who is on the move?<br />
◗◗ 18. Coming events<br />
◗◗ 30. Software Solutions<br />
»» Web-based systems<br />
»» Other Software<br />
9<br />
13<br />
BC Awards Report<br />
◗◗ 19. Highlights of British Columbia <strong>Contact</strong> <strong>Centre</strong> Association Awards<br />
2009 Awards of Excellence<br />
◗◗ 19. View from the President<br />
Outgoing BCCCA President Jean Mitchell gives her perceptions of gala evening<br />
◗◗ 35. Ask Affy<br />
I have an agent where on-going<br />
coaching is not delivering any<br />
sustainable improvement in<br />
performance. I was wondering if you<br />
can give me some advice on how to<br />
motivate my agent to keep consistent<br />
and continually want to improve?<br />
By Afshan Kinder<br />
16<br />
35<br />
◗◗ 20. <strong>Contact</strong> <strong>Centre</strong> of Year Winner<br />
◗◗ 22. Employee of Year Winner<br />
◗◗ 24. Community Spirit of Year Winner<br />
◗◗ 26. Vendor of Year Winner<br />
◗◗ 27. The Judges’ Gallery<br />
◗◗ 28. The Sponsors’ Showcase<br />
◗◗ 37. Association News<br />
International Customer Service<br />
Association-Toronto Chapter<br />
CAM-X<br />
Alberta <strong>Call</strong> <strong>Centre</strong> Association<br />
Manitoba Customer <strong>Contact</strong> Association<br />
<strong>Contact</strong> <strong>Centre</strong> Nova Scotia<br />
◗◗ 39. <strong>Industry</strong> <strong>Directory</strong><br />
<strong>2010</strong> <strong>Contact</strong> <strong>Centre</strong><br />
<strong>Industry</strong> <strong>Directory</strong>
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