Contact Centre Action Information and Whitepapers

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Information and White Papers

Voice Biometrics - The Contact Centre's Security Solution
Suggests why Voice Biometrics should be on every Contact Centre Manager's shopping list.
PDF File - 165KB.
Published in Convergence and Collaboration Strategy - 5th May 2010.

Implementing Self-Service Technologies
Discusses various considerations when implementing self-service technologies in your business.
PDF File - 42KB.
Published in Telcall Magazine - July/August 2006.

Handouts - Professional Development Forum entitled 'Staff Attrition'
Suggests reasons for high staff attrition and possible ways to reduce staff attrition.
PDF File - 122KB.
Presented as a Professional Development Forum for the Customer Contact Managers Association in August 2004.

Is Your Call Centre Ready To Become A Contact Centre?
Explores the staff and customer aspects of becoming a multi-media contact centre.
PDF File - 97KB.
Published in the Telcall and CRM Magazine Annual Sourcebook dated July 2004.

Checked Your Pulse Lately?
The importance of health checks for your contact centre.
PDF File - 79KB.
Published in the Contact Centre Action newsletter dated July 2004.

Press Releases

Contact Centre Action announces an association with Bill Lang International to reduce staff attrition in Call Centres
Released 18th November 2008.

Contact Centre Action announces a new logo and visual branding
Released 18th November 2008.

Contact Centre Action has commenced providing a consultancy service

Contact Centre Action has commenced providing a consultancy service

Asia Pacific Contact Centre News, 28th October 2003
callcentres.net, 22nd October 2003

Contact Centre Action has commenced providing a consultancy service with a focus on the people and process aspects of contact centres.

"Contact Centre Executives spend a large amount of money on upgrading the technology used in contact centres and don't always analyse whether the processes are efficient, staff are satisfied and are producing quality customer service. In many cases greater gains can be made at less cost by optimising processes."

"Whenever technology is upgraded there will be an effect on the contact centre staff, but in the rush to implement the technology project on time and on budget, minimising the effect on staff and morale is often under-resourced. This causes a loss of efficiency and customer service, during and after the change period, which has a direct impact on revenue."

"Contact Centre Action can assist Contact Centre Executives optimise the people and process components of their contact centres, as well as building the relationships between the contact centre and other business units, resulting in better customer service, improved staff satisfaction and increased profitability."