The 2013 Best Practice Guide – Putting People First – has now been published by the Professional Planning Forum.
Designed for directors, managers and specialists responsible for resourcing, analysis and quality in customer operations, the guide contains material covering inbound, outbound, back office, quality, cultural change, process improvement and technology. Aiming not only to inspire, but also to identify practical insight and provide toolkits and hot tips, the guide is published in order to raise standards across the industry.
With more than 100 pages, packed with case studies, research, thought leadership and supplier listings, this is a year-round resource that contains the year’s material.
Steve Woosey
“This guide showcases achievements from the innovators in our industry, presents new benchmark material and charts the key trends for the year ahead. This is an outstanding resource that we make available to our members and the wider community, in order to share best practice and support raised standards across the industry,” explains Steve Woosey, Chief Executive, Professional Planning Forum.
This guide is the latest in a series of reference books published by the Forum:
The Annual Best Practice Reference books
Packed with case studies, research, thought leadership and supplier listings, these are year-round resources.
Homeworking – A Best Practice Guide
Homeworking is now proven to be a great solution for some contact centres; but many have yet to adopt or even fully investigate it. This guide offers independent advice to help you assess the value of homeworking and to adopt it as appropriate.
Discover What Works – How to gain measurable benefit from speech analytics
The first in a new series of practical topic-specific guides, this new book opens up best practice in the vital new area of speech analytics. Contributions from 20 organisations and 50 individuals, representing many millions of customer calls each year and an estimated 35,000 contact centre agents.
Author: Jo Robinson
Published On: 29th May 2013 - Last modified: 8th Nov 2017
Read more about - Archived Content
