| Description | Guidance to help the Scottish public sector develop call and contact centres to deliver better public services |
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| ISBN | 0-7559-0679-9 |
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| Official Print Publication Date | |
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| Website Publication Date | January 31, 2003 |
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GOOD PRACTICE GUIDELINES FOR THE ESTABLISHMENT OF CONTACT CENTRES
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CONTENTS
ACKNOWLEDGEMENT
FOREWORD
SECTION 1: INTRODUCTION
SECTION 2: ESTABLISHING THE CONTACT CENTRE STRATEGY
SECTION 3: BUILDING THE OPERATIONAL MODEL
SECTION 4: OUTSOURCING
SECTION 5: PEOPLE
SECTION 6: TECHNOLOGY
SECTION 7: PROCESS
SECTION 8: IMPLEMENTATION
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