Post by Ian Aitchison

We recently completed a review of a contact centre in Melbourne, Australia. Whilst we looked at all aspects of operational management (leadership and planning, people, process and performance), I have written a summary of our findings from the technology review we conducted as I think there will be lessons almost every contact centre manager can learn from it. Shreekant Vijaykar Kelly Brickley Alex Boland Todd Gorsuch Brad Shaw Michael Stelzer Martyn Riddle Robyn O'Reilly Sian Jenkins Simon Kriss Brett Logan Ben Hancock Kevin Beverley Stacey Tomasoni Siva Subramaniam Fran Southward Ankit Poothia Elias Kanaris Vigneswaran Sivalingam Laurent Junique Angie Tay