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Wendy Hewson explains how consultants can help government agencies make the business case for CRM.
Going public - Part 1
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3
Time utilised
While no-one would recommend that contact centres be run
as ‘sweat shops’, economies of scale mean that larger contact
centres and one-stop shops are intrinsically better able to
cope with peaks and troughs in demand, thereby running at
more consistent and desirable utilisation levels.
Organisations need to take into account the fact that many
front-line staff, particularly those in smaller offices, do
not spend all their time face to face with the public. Therefore
it is important to take into account the time they spend on
other tasks (such as infill time) when assessing changes in
the amount of their time that can be utilised productively.
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Consultants' Advisory 2005
Copyright © 2005 |
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