Resources
 
 

“It’s primarily the quality of your work that has persuaded us to let Telecommerce carry on”

Managing Consultant – PSL (primary contractor to Royal Mail Group)
Resource Centre  
Telecommerce Resourses
 

Telecommerce are able to provide a range of specialist resources to educate and inform on call centre and contact centre topics.

These include:

  • White Papers
  • Articles
  • Reports
  • Presentations

Please contact resourcecentre@telecommerce.co.uk if you have a specific enquiry / article you are seeking.

Contact!
Telecommerce can give you access to the Executives Online Contact Centre Report – a collection of excellent articles on various aspects of contact centre management written by experienced practitioners.

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E-Learning for Contact Centres
Call Centres are changing. Increasingly sophisticated technology is enabling them to offer customers improved service, more flexibility, more choice and more control. The same sophistication applies to training and learning for contact centre staff.

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The Seven Deadly Sins of Offshoring
An interesting review of the do’s and don’ts presented by the Compass authors will help you put offshoring in perspective.

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Service Desk Practices
This is one of the research pieces, by the Helpdesk Institute, we reviewed recently when Telecommerce was asked to provide some benchmarking analysis for a new helpdesk.

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