H3040C: Contact Centre Operations
Requirements
you are required to select an organisation and research on its contact centre operations and address the following:
1.Benefits and Advantages of Contact Centre for the company you have selected
Describe THREE (3) characteristics of a well-designed contact center
Explain the competitive advantages in having a contact centre for the organization
2. Contact Centre Technologies
Describe THREE (3)contact Centre technologies adopted by the organization
Explain of the impact of these technologies noncustomers.
3. Staff Sourcing Strategies
Recommend ONE (1)possible sourcing strategy relevant for the company you are researching.
4. Staff and Coaching
Describe THREE (3)causes of stress in staff and its symptoms.
Explain the relevant coaching method for each stressful situation.
5. Future Proofing
Describe THREE (3)methods of future proofing a contact Centre with its inherent benefits.
Illustrate the above with specific examples. Provide evidence using photos, pictures, company collaterals, employee and customer interviews or testimonials, etc. where necessary. Marks will be deducted for lack of evidence or appropriate reference.