Tuesday, March 04, 2008

A good case study on Contact Centre World - Danish Rail

It was good to see that Danish Rail is one of the case studies newly available on Contact Centre World. The site does require registration, but the case study is well worth a look.

I'm recommending it partly because it's as an example of Cisco technology, and partly because it is a good example of how a number of contact centre business objectives can be enabled by technology. In the case of Danish Rail, it was the need to improve service while reducing cost and managing increased traffic.

Interesting points include how Danish Rail both consolidated their call centres (from eleven to three) and virtualised the remaining sites. Consolidation and virtualisation are not always seen as activities that can be run in parallel, but this is a good example of how it can be done and what the benefits are. Another interesting aspect of the case study is that Danish Rail are quite advanced with their management of e-mail and the case study discusses how they are looking at managing a growth in e-mail traffic from 15,000 e-mails to 65,000 e-mails per year.

More generally, as a comment on the European market (and at the risk of a sweeping generalisation), I've found that many of the leading technology adopters are based in the Nordic countries. I've mentioned this before ("How Call Centers vary across Europe"), but it's no surprise that the region that is home to Nokia, Ericcson and a host of other high-tech firms is a leader in technology adoption.

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