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Navigable Slide Index

1. Introduction
2. Outline
3. Private and public sector contact centres (1)
4. Private and public sector contact centres (2)
5. 'National Call Handling Standards' publication
6. Contents of ''National Call Handling Standards' (1)
7. Contents of ''National Call Handling Standards' (2)
8. 'First Contact' report
9. Contents of 'First Contact' (1)
10. Contents of 'First Contact' (2)
11. Best practice
12. Implementation of 'First Contact' recommendations
13. 'Beyond the call' report
14. Contents of 'Beyond the call' (1)
15. Contents of 'Beyond the call' (2)
16. The cutting room floor
17. The key issues (1)
18. The key issues (2)
19. The future (1)
20. The future (2)
21. Sir David Varney's report (1)
22. Sir David Varney's report (2)
23. Turning objectives into performance indicators (1)
24. Performance indicators defined: measurement
25. Varney's performance management framework
26. Headline volumes for Q3, 2007 (1)
27. Headline volumes for Q3, 2007 (2)
28. Service Transformation Agreement
29. The aim of Service Transformation Agreement
30. Contents of Service Transformation Agreement (1)
31. Contents of Service Transformation Agreement (2)
32. Other recommendations
33. Main e-service websites
34. Building better online services (1)
35. Building better online services (2)
36. Building better online services (3)
37. Summary (1)
38. Summary (2)
39. Global Contact Centre Benchmarking Report 2007
40. Fundamental KPIs
41. Turning objectives into performance indicators (2)
42. Seven dynamics of the 2007 global report
43. Six trends of the 2007 global report
44. Conclusion

Topics Covered

• Comparison between the public and private sector
• A quick look at delivering standards in the police service
• Public sector service delivery
• Transformational service agreement for the public sector
• Global performance comparisons

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation
• Technology & Operations

Talk Citation

Publication History

• Published on January 28, 2009