Best Practices

Call Center Consolidation - Does It Make Sense?

4/15/2008 | Ike Mitchell, Computer Science Corporation

» Download file (PDF, 584 kb)

 

Department of Health and Human Services: One DHHS Contact Center

3/7/06 | Robert Spector, Program Support Center, HHS

» Download file (PPT, 408kb)

 

Federal Contact Centers: Mechanism for Sharing Metrics and Oversight Practices along with Improved Data Needed

02/06 | Government Accountability Office (GAO) Audit

» Download file (PDF, 624kb)

 

Interactive Voice Response Units (IVR) Overview (April 13, 2005)

04/13/05 | USA Services and ICT Group

» Download file (PPT, 1mb)

• Focus on Call Centres, Part Three:  Beacons of Good Practice
• How Do I Create a Contact Centre
• Email Management
• Customer Experience
• Universal Agents
• Speech Analytics

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