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Topic: Contact centres

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	Contact centres - Wikipedia, the free encyclopedia
		These are generally used either (a) when contact is being resumed after a break and reasssurance is required by the resident parent in regard to appropriate behaviour with the child or (b) when there are allegations of violence or sexual abuse in relation to the child and supervision is necessary.
		Such centres are intended to be transitional, though where mutual or unilateral hostilities between the parents persist, it can require further court appearances in order to 'move on' from the contact centre.
		Some fathers' rights campaigners in the UK argue that shortages of places at contact centres are used as reasons to prevent them seeing their children and that frequently the only reason given for using a contact centre in those cases is that the mother demands it.
	en.wikipedia.org /wiki/Contact_centres (378 words)

	Contact Centres (Site not responding. Last check: 2007-10-20)
		Contact Centres exist to provide a neutral venue for re-starting contact between parents and children during and after family break-up.
		While this would arguably be appropriate in the 12% of centres which undertake supervision of parents deemed a risk to their children, in most cases all that is required is a method of re-starting contact after the tribulations of a separation or divorce, and a few weeks would seem to be reasonable.
		Contact Centres are set up for the benefit of the children and generally operate a policy of confidentiality.
	www.fnf.org.uk /concentr.htm (1169 words)

	Contact Centres World Africa 2006 (Site not responding. Last check: 2007-10-20)
		Contact Centres World Africa 2006 is the director level conference that tackles all the strategic contact centre issues, from brand integrity through to outsourcing.
		Contact Centres World Africa 2006 is an unrivalled, year round and cost-effective marketing solution that works throughout the year, culminating in the year ultimate networking opportunity to meet and interact with your customers and prospects.
		Contact Centres World Africa provides you with the perfect opportunity to listen to and learn from the leading executives in the CRM market.Contact Centres World Africa conference agenda is the âwhoâs whoâ of the world's call centre gurus.
	www.terrapinn.com /2006/ccwza (439 words)

	SCOTTISH CHILD CONTACT CENTRES: CHARACTERISTICS OF CENTRE USERS AND CENTRE STAFF: page 3 (Site not responding. Last check: 2007-10-20)
		Centres were asked to return the form on a weekly basis, regardless of whether they had a new referral that week.
		Largely contact centres did not answer the question on the new referrals form and limited numbers were reported in aggregate on the monthly return.
		After the consent of centres was gained, 73 contact centre workers, from 16 contact centres in Scotland, were contacted for interview.
	www.scotland.gov.uk /library5/social/sccc-03.asp (1534 words)

	Contact centres -- Facts, Info, and Encyclopedia article (Site not responding. Last check: 2007-10-20)
		Most families are referred to contact centres by (A British lawyer who gives legal advice and prepares legal documents) solicitors.
		Other families are referred by the courts, (Click link for more info and facts about CAFCASS) CAFCASS officers, family (A negotiator who acts as a link between parties) mediators and (Someone employed to provide social services (especially to the disadvantaged)) social workers.
		It has been reported that in (Click link for more info and facts about Sunderland) Sunderland there is a situation where it is usual to award of children of certain ethnic groups to the father and use the contact centre for mothers to see their children.
	www.absoluteastronomy.com /encyclopedia/c/co/contact_centres.htm (336 words)

	National Association of Child Contact Centres (NACCC) - Patient UK
		Child Contact Centres are neutral meeting places where children of separated families can enjoy contact with one (or both) parents, and sometimes other family members, in a comfortable and safe environment when there is no viable alternative.
		The Centres are staffed by trained volunteers whose role is to make contact an enjoyable experience for both child and parent.
		Centres ensure that the interests of the child always receive priority and comply with a comprehensive code of practice.
	www.patient.co.uk /showdoc/26739697 (271 words)

	Contact Centres (Site not responding. Last check: 2007-10-20)
		A contact centre can be a component of a service organisation such as a call centre, they may be a department within an organisation or they may represent a link within the supply chain.
		Contact centres are a collection of people processes and technologies designed to support contact with customers or support a particular business function.
		New contact centre tools and software applications are dramatically altering the ease and manner with which customers can be engaged, the various aids provided to contact centre staff for daily tasks, the information that can be captured and fed to corporate databases and the intelligence that guides and processes every interaction.
	www.istart.co.nz /contact-centre-help-desk.htm (1327 words)

	COI - Contact centre guidance
		Many people approach contact centres from a process point of view, or a system-driven focus.
		However, it's crucial that you always remember that contact centres are an important way for customers to get in touch with government.
		Contact centres are, therefore, first and foremost a marketing channel and should be treated as such.
	www.coi.gov.uk /aboutcoi.php?page=58 (192 words)

	Article : Investing In Management Development — A Critical Success Factor For Contact Centres
		Contact Centres are now very often at the very heart of managing Customer Interactions and at the heart of CRM implementations.
		The changing role of the Contact Centre has of course resulted in a changing role for the management of the Contact Centre and, inevitably, a change in the skills and competencies needed to be successful.
		Contact Centres are becoming a more strategic asset in most organisations and this will continue for some time.
	www.contactcenterworld.com /static/ar/ar_{56D31FB0-8D68-4FAF-B4D0-9C1F5249B169}.asp (1292 words)

	Contact Centres 2003
		Contact Centres 2003 brought together decision makers from across every major industry in the United Kingdom, to network, learn and do business.
		Contact Centres 2004 is where you can meet, network and do business with partners, clients and prospects.
		Contact Centres 2004 is where buyers source the latest in technology advances and where they take the opportunity to evaluate all the latest offerings in the market.
	www.mobilecommerceworld.com /2003/ccw_UK (301 words)

	Convergence is making contact - vnunet.com (Site not responding. Last check: 2007-10-20)
		Thanks to bad publicity in the late 1990s, call centres are now re-inventing themselves as 'contact centres', with a greater emphasis on quality of service and better working conditions.
		Although there is no doubt that increasingly large enterprise contact centres are being moved to India and Malaysia, the UK adoption of convergence and IP networking is leading to the growth of sub-500-seat systems while offering the potential for firms to create enterprise contact centres with greater functionality.
		Converged contact centres (CCCs) are also referred to as 'multi-channel', 'multimedia', or 'cross-media' contact centres because of their ability to deal with different incoming traffic or to share media.
	www.vnunet.com /crn/features/2010612/convergence-making-contact (2525 words)

	ANZACCS
		The 25 new children's contact services will be set up in both urban and regional centres around Australia and will build on the pioneering work done in providing safe contact services for separated parents and their children.
		The services provide a safe, supervised environment for this contact to take place, or for children to be handed over from one parent to the other in a way that is safe for all concerned.
		Contact services respect the dignity of all parties, replacing for example, furtive and stressful transfers in inappropriate places such as the local Macdonald's or police station.
	pandora.nla.gov.au /pan/21248/20010922/www.law.gov.au/ministers/attorney-general/articles/ANZACCSspeech.html (4040 words)

	Business strategy - Get 100% of the service for 50% of the cost with offshore contact centres: Cable & Wireless UK
		Companies that extend their contact centre operations to offshore locations can cut costs and improve the quality of customer service while maintaining the same level of control as they have with UK operations.
		Such centres are particularly suitable for handling transactional work, such as banking, rather than services, such as vehicle breakdown recovery, which demand local knowledge.
		The Cable and Wireless IP Contact Centre service enables organisations to run contact centres in the UK and offshore locations like India as a single, 'virtual' contact centre.
	www.cw.com /uk/solutions/business/business_strategy/story_171003_offshore.html (986 words)

	COI - Press release - Contact centres must look at effectiveness - COI launches updated guidance for public sector
		Government contact centres have taken great steps to increase efficiency but must now focus on improving effectiveness according to updated guidance from the Central Office of Information (COI).
		It is aimed at anyone with responsibility for public sector contact centres as well as industry suppliers and consultants and covers topics including the use of non-geographical numbers (e.g.
		COI currently manages over 50 contact centre applications on behalf of government departments including tobacco information and Sexwise for Department of Health; Childcare recruitment for Dept for Education and Skills and RAF recruitment.
	www.coi.gov.uk /press.php?release=118 (641 words)

	[No title] (Site not responding. Last check: 2007-10-20)
		In order to answer questions about the business performance of a contact centre, reliable statistical information is required: information on agent productivity, information on system performance and information on the performance of the contact centre as a whole.
		Once a contact centre has data to work with, that data can be used to improve the customer experience, from initial contact, through a transaction to completion and follow-up.
		Although technology may play a part in many places in the contact centre, it can be argued that the most important role it plays is when impacting the critical first impression made by that contact centre.
	www.nec.co.uk /Contact_Centres.aspx (1354 words)

	Multi-channel contact centres set to multiply - vnunet.com (Site not responding. Last check: 2007-10-20)
		The number of multi-channel contact centres will treble in the UK over the next four years, providing a huge opportunity for resellers to cash in on the market.
		Small contact centres with 10 to 30 call agents will be the fastest-growing segment, with local authorities fuelling most of the expansion as they look to roll out telephone-based information and payment services.
		Datamonitor estimated the call centre market will create 62,000 new jobs in the UK in the next four years, with the proportion of the population employed in call centres rising from 2.3 per cent in 2003 to three per cent by 2008.
	www.vnunet.com /crn/news/2008924/multi-channel-contact-centres-set-multiply (523 words)

	Contact Centres that Deliver Results : Telecom New Zealand Limited (Site not responding. Last check: 2007-10-20)
		Telecom is determined to maintain the lead in Contact Centre design and build in New Zealand.
		Telecom's Contact Centres are backed by a network, which provides the world-leading standard of 99.999% reliability with in-built backup.
		Telecom ensures that your Contact Centre is positioned to achieve the "holy grail" state of having no seat under-utilised and no call waiting to be answered.
	www.telecom.co.nz /content/0,3900,201942-201392,00.html (167 words)

	Industry Research : Transitioning Customer Contact Centres in Canada
		According to the survey 59% of Canadian contact centres are located in the Province of Ontario, with 25% located in Quebec 5% in Alberta and 3% in British Columbia.
		While out-bound business may have critical to the early development of the customer contact centre sector in Canada there has clearly been a maturation of the business in Canada with 100% of the provinces indicating that in-bound is the provincial focus, and out-bound companies are not being targeted for their business.
		All of the provinces responding to the question are focused on the growth of in-house centres, with 67% of the respondents indicating that they continue to focus on the attraction of outsourcers.
	www.contactcenterworld.com /static/ind/ind_{4907AB3F-B9A8-47A8-9C95-4C1CAD81B2B8}.asp (2012 words)

	Introduction to Contact Centres (Site not responding. Last check: 2007-10-20)
		Equally as important, we cover how not to implement a contact centre operation, giving plenty of examples, ‘top tips’ and know-how.
		Contact centres come in all shapes and sizes – from small help desks to major installations with hundreds of agents.
		If you are considering a contact centre, becoming involved in the management of a contact centre or simply need to understand how to manage an effective contact centre then this course is for you.
	www.commscourses.co.uk /courses/intro_contact_centres.htm (315 words)

	Contact Centres - People
		Wages and salaries in Northern Ireland's contact centre industry are up to 9% lower than the rest of the United Kingdom and 20% lower than the European average.
		Belfast contact centres enjoy the lowest levels of absenteeism and staff loss during induction in the UK with an average of 1.9% of days lost per annum in comparision with the UK average of 3.4%.
		Contact Centre employment is far from saturated with only 2.5% of the economically active population in Belfast employed in the industry compared to 4.3% in the rest of the UK and 5.36% in Dublin.
	www.investni.com /index/about/ab-site-info/index/locate/lc-key-business-sectors/contact_centres/contact_centres_-_people.htm (248 words)

	Child Contact Centres: 22 Oct 2002: House of Commons debates (TheyWorkForYou.com)
		When a court is considering contact between siblings, the children's views should be taken into account, whether through parents or through reports presented to the court.
		Of course, if a sibling is unhappy with a contact order, there are ways in which he or she can challenge it.
		I welcome the Minister's statement concerning contact with children, but is she aware of the deepening concern in Northern Ireland, in the courts and among social services and parents, about the lack of secure accommodation for children and young adults who need that particular kind of care?
	www.theyworkforyou.com /debates/?id=2002-10-22.117.1 (708 words)

	e-skills uk \| Contact Centre Employers (Site not responding. Last check: 2007-10-20)
		Contact Centres are continuing to revolutionise the relationship between business and customers.
		As the industry representative organisation responsible for Contact Centres skills in the UK, we work with employers to provide the standards and framework to improve the availability of these skills.
		Working in collaboration with industry, e-skills UK has also developed the Contact Centres Pathway - a pre-employment programme into the Contact Centres industry - and the Contact Centres Foundation Degree.
	www.e-skills.com /Information-For/1064 (175 words)

	Customer Contact Centres of the Future (Site not responding. Last check: 2007-10-20)
		The study is looking at what customers really want from contact centres and how, in turn, to create a contact centre for 2010 that responds to those needs.
		Many contact centres have increasingly started to move towards a more tailored and more personalised model of service delivery," she said.
		The organisation and presentation of data will be key in a successful contact centre of the future - so that advisors can use the information effectively to tailor the customer interaction.
	btplc.com /Innovation/ForwardThinking/contact (1025 words)

	Contact Centres World Africa 2003
		Contact centres are the most significant, tangible and ongoing investment that major corporations will make in sales and marketing infrastructure.
		Yet contact centres — their dynamics and their potential — are not well understood by senior management.
		Contact Centres World Africa 2003 is an unrivalled and cost-effective marketing solution that offers many advantages to a select group of sponsors and then brings you face-to-face with your customers and prospects.
	www.ccworldnet.com /2003/ccw_ZA (609 words)

	Kingston Communications - Contact Centres (Site not responding. Last check: 2007-10-20)
		Kingston Communications is a dynamic, innovative company, with a pedigree of expertise and experience in communications technology.
		Our position as a telecommunications business who specialise in contact centre provision means that have been able to offer a unique service across a range of sectors.
		We are an active member of the Call Centre Association and Direct Marketing Association and Helpdesk Institute and put quality at the centre of everything we do - Kingston has attained IIP and ISO 9001 status.
	www.kcom.com /servicesforbusiness/contactcentres (300 words)

	Contact Centres (Site not responding. Last check: 2007-10-20)
		Rutter Centre for Children and Adolescents in London (2001) he was described as the, 'most eminent child psychiatrist in the world'.
		The danger is that these centres rely on superficial observations to determine what is in the best interests of the child.
		Unless the other parent is given the opportunity to relate to his or her child in a normal setting, for example sharing meals, going on outings, overnight stays, 'bonding' can be made impossible by Contact Centres.
	homepages.tesco.net /kingsley.miller/contcen.html (1208 words)

	CRM Today: Growing Importance for Self-Service in Contact Centres
		Results of a survey on self-service in the contact centre industry, announced by Genesys Telecommunications Laboratories, Inc., an Alcatel company, clearly illustrate the importance of self-service to contact centre management and its growing acceptance by consumers.
		It is therefore not surprising that 67 per cent of contact centre managers put the need to ensure the same level of service across all channels, whether live agent or self-service, as a key priority.
		38 per cent of contact centre managers stated that self-service systems were a key determinant of whether customers continued to do business with a company.
	www.crm2day.com /news/crm/113470.php (732 words)

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