== Purpose ==
asdfOperation of a contact centre is a vast and complicated challenge.
asdf[[Release_History]
asdfOur 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 [http://en.wikipedia.org/wiki/Call_centre]: * 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