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Nortel Networks Case Study: Despatch Industries
Overview Despatch Industries is a thermal-process oven manufacturer. Using a standard automated call distribution (ACD) system to route calls, Despatch's 15 agents had limited control over call routing and no ad hoc reporting tools to measure customer service and efficiency levels. In order to implement an aggressive business plan, management needed baseline information for developing both short-term and long-term goals as well as measuring results. Despatch deployed Nortel's Symposium Express Call Center, which provides agents with realtime statistics on the volume, pattern and types of calls in their queues.
| Publisher | Nortel Networks | File Format | PDF, requires Acrobat Rdr 5 |
|---|---|---|---|
| Date Published | October 2004 | Downloads | 2 |
| Format | Case Studies | ||
| Topics | |||
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