Call Center Experience Optimization: A Case for a Virtual Predictive Queue

The evolution of the call center into contact centers and the growth of their use in providing customer-facing service by many companies has brought considerable capabilities in maintaining customer relationships but it also has brought challenges in providing quality service when call volumes are high. Limited in their ability to provide service at all times to all customers, companies are forced to balance the costs associated with hiring more customer service representatives and the quality of service provided by a fewer number. A primary challenge when there are not enough customer service representatives to engage the volume of callers in a timely manner is the significant wait times that can be experienced by many customers. Normally, callers are handled in accordance with a first-come, first-served policy with exceptions being skill-based routing to those customer service representatives with specialized skills. A proposed call center infrastructure framework called a Virtual Predictive Queue (VPQ) can allow some customers to benefit from a shorter call queue wait time. This proposed system can be implemented within a call center’s Automatic Call Distribution (ACD) device associated with computer telephony integration (CTI) and theoretically will not violate a first-come, first served policy

A Syllabus of Techniques for Correction of Speech Defects

The problem is to survey the significant reference materials in the field of speech correction in order to ascertain and compile in digest-form those explanations of corrective techniques that are most valid with respect to consistency, both intrinsic and comparative

EDUCATIONAL PROGRAMS FOR COMMERCIAL AGRICULTURE AND AGRIBUSINESS

Agribusiness,

Letters between Rachel Pugh and W. J. Kerr

Letters concerning a position in Domestic Science at Utah Agricultural College

The protection of historical wrecks in South African waters

Since 1488, when Bartholemeu Dias first rounded the Cape, countless ships have been wrecked off the South African coast. Many of these ships are today of immense historical, archaeological and cultural value. Accordingly, they require protection from the threat of indiscriminate salvors. In this thesis, I shall examine to what extent current South African legislation protects and preserves historical shipwrecks which lie within twenty-four nautical miles of the South African coast. In so doing, I shall analyse the provisions of the National Monuments Act ' and draft legislation compiled in 1988 dealing with historic wrecks and artifacts '. I shall then examine to what extent the draft legislation remedies shortcomings in the National Monuments Act. However, in examining the law relating to historical shipwrecks, a familiarity with the history behind these shipwrecks is both interesting and necessary. Only then does it become evident that South Africa is steeped in shipwreck history, and that the South African coastline is a veritable treasure house