Demonstration - Contact Centre - Content

1 Introduction

1.1 Purpose

Operation of a contact centre is a vast and complicated challenge.

1.2 Background

[[Release_History]

2 Common Applications and Scenarios

Our scenario outlines so much of what can be addressed by bxp for contact centres Scenario_-_bxp_and_The_Evolution_of_a_Contact_Centre

Where solutions are required bxp can address and solve all of the following [1]:

• Requiring the caller to repeat the same information multiple times
• Operators working from a script rather than knowing the products / services
• Incompetent or untrained operators incapable of processing customers' requests effectively
• Non-expert operators (call screening)
• Obsequious behaviour by operators (e.g., relentless use of "sir", "ma'am" and "I'd be more than happy to assist you")
• Excessive waiting times to be connected to an operator
• Complaints that departments of companies do not engage in communication with one another

3 Frequently Asked Questions

• Q = Question
• A = Answer
• L = Relevant link (if applicable)

4 Modules Demonstrated

Icon	Module Name	Brief Description	Module Detail	Related Articles
	Form Management	The building, editing and operational management of database forms for numerous modules	Module_-_Form_Management

5 Further reading

• All Contact Centre Management Training Contact_Centre_Training
• Contact Centre articles [2]