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| General Discussion The CallCenterOps Forum allows you to seek the advice of other knowledgeable call center professionals. Post your call center related question and contribute your opinion to others seeking advice. (No advertising is accepted - posts will be removed.) |
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12-09-2002, 10:18 PM
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"Follow-the-Sun" Operations
Can anyone direct me to whitepapers, or the like, for details on strategies and challenges with creating a 24x7 "follow-the-sun" customer service operation? This is a U.S. based operation with business in the U.K., Germany, France, and Japan. Customer transactions will include inbound calls (10%), email (60%), and interactive/proactive chat (30%).
Thanks for your guidance. --Rob 
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12-12-2002, 02:51 PM
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Follow the Sun Operations
Rob,
My organization has been involved with implementing Contact Center strategies for over 20 years. We have some detailed white papers outlining functionality as well as industry studies on the impact of integrating channels such as voice, chat and email. Please drop me a line at your convenience or provide me with a means of contacting you. Based on your needs I can get you some more detailed information. I look forward to your response. Brent bmatheson@concerto.com
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02-26-2003, 06:05 PM
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Follow the Sun
I would be more than happy to help you with this, if you still need help. White papers might help a bit, but a personal touch on your individual needs might be better
feel free to call regards
__________________
Alan Clayton Partner, HarrisonGray LLC aclayton@harrisongray.com (678) 462-3247 www.harrisongray.com
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