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Case Studies for Call centre

Outsourcing medical enquiries
Can consultants and clinics look realistically at outsourcing incoming calls as a viable option?
PA_Answer_Clinic_Outsourcing_Feature_July_2012.pdf
Supplier:PA answer
End-User: Health services

Outsourcing Yearbook 2012— Brimming with Best Practice Case Studies
Packed with case studies on NOA Award winning projects and free to download instantly...
http://www.tinyurl.com/OSYB2012
Supplier:Various
End-User: Various

Jacada, Capita and the BBC
In the spirit of continued process improvement and seeking out opportunities to improve the customer experience while reducing service costs, Capita set upon a project to further simplify and automate customer service processes for the BBC Licensing Division. It turned to Jacada for help.
Capita_Customer_Profile_UK_Version.pdf
Supplier:Jacada
End-User: Capita and The BBC Licensing Division