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EN 15838
EN 15838 is a European standard describing the requirements for service provision for Customer Contact Centres. It was approved by CEN (European Committee for Standardization) on October 5, 2009. The standard is implemented in several countries in Europe via their own national organizations.European Committee for Standardization - national implementation EN 1583 accessed May 9th, 2011. Standard The standard includes areas such as: * Management strategy and policy * Processes * Requirements for Contact Centre agents * Requirements for Infrastructure Infrastructure is the set of facilities and systems that serve a country, city, or other area, and encompasses the services and facilities necessary for its economy, households and firms to function. Infrastructure is composed of public and priv ... * Customer satisfaction * Social responsibility * Mandatory KPIs * Recommended KPIs * Best practice guidelines for client organizations Notes See also * List of EN standards Exter ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Europe
Europe is a large peninsula conventionally considered a continent in its own right because of its great physical size and the weight of its history and traditions. Europe is also considered a Continent#Subcontinents, subcontinent of Eurasia and it is located entirely in the Northern Hemisphere and mostly in the Eastern Hemisphere. Comprising the westernmost peninsulas of Eurasia, it shares the continental landmass of Afro-Eurasia with both Africa and Asia. It is bordered by the Arctic Ocean to the north, the Atlantic Ocean to the west, the Mediterranean Sea to the south and Asia to the east. Europe is commonly considered to be Boundaries between the continents of Earth#Asia and Europe, separated from Asia by the drainage divide, watershed of the Ural Mountains, the Ural (river), Ural River, the Caspian Sea, the Greater Caucasus, the Black Sea and the waterways of the Turkish Straits. "Europe" (pp. 68–69); "Asia" (pp. 90–91): "A commonly accepted division between Asia and E ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
European Committee For Standardization
The European Committee for Standardization (CEN, french: Comité Européen de Normalisation) is a public standards organization whose mission is to foster the economy of the European Single Market and the wider European continent in global trading, the welfare of European citizens and the environment by providing an efficient infrastructure to interested parties for the development, maintenance and distribution of coherent sets of standards and specifications. The CEN was founded in 1961. Its thirty-four national members work together to develop European Standards (ENs) in various sectors to build a European internal market for goods and services and to position Europe in the global economy. CEN is officially recognized as a European standards body by the European Union, European Free Trade Association and the United Kingdom; the other official European standards bodies are the European Committee for Electrotechnical Standardization (CENELEC) and the European Telecommunicati ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Management
Management (or managing) is the administration of an organization, whether it is a business, a nonprofit organization, or a government body. It is the art and science of managing resources of the business. Management includes the activities of setting the strategy of an organization and coordinating the efforts of its employees (or of volunteers) to accomplish its objectives through the application of available resources, such as financial, natural, technological, and human resources. "Run the business" and "Change the business" are two concepts that are used in management to differentiate between the continued delivery of goods or services and adapting of goods or services to meet the changing needs of customers - see trend. The term "management" may also refer to those people who manage an organization—managers. Some people study management at colleges or universities; major degrees in management includes the Bachelor of Commerce (B.Com.), Bachelor of Business Adminis ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Infrastructure
Infrastructure is the set of facilities and systems that serve a country, city, or other area, and encompasses the services and facilities necessary for its economy, households and firms to function. Infrastructure is composed of public and private physical structures such as roads, railways, bridges, tunnels, water supply, sewerage, sewers, electrical grids, and telecommunications (including Internet access, Internet connectivity and Broadband, broadband access). In general, infrastructure has been defined as "the physical components of interrelated systems providing Commodity, commodities and services essential to enable, sustain, or enhance societal quality of life, living conditions" and maintain the surrounding environment. Especially in light of the massive societal transformations needed to Climate change mitigation, mitigate and Climate change adaptation, adapt to climate change, contemporary infrastructure conversations frequently focus on sustainable development and gre ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Key Performance Indicator
A performance indicator or key performance indicator (KPI) is a type of performance measurement. KPIs evaluate the success of an organization or of a particular activity (such as projects, programs, products and other initiatives) in which it engages. KPIs provide a focus for strategic and operational improvement, create an analytical basis for decision making and help focus attention on what matters most. Often success is simply the repeated, periodic achievement of some levels of operational goal (e.g. zero defects, 10/10 customer satisfaction), and sometimes success is defined in terms of making progress toward strategic goals. Accordingly, choosing the right KPIs relies upon a good understanding of what is important to the organization. What is deemed important often depends on the department measuring the performance – e.g. the KPIs useful to finance will differ from the KPIs assigned to sales. Since there is a need to understand well what is important, various techniques ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
List Of EN Standards
European Standards (abbreviated EN, from the German name ("European Norm")) are technical standards drafted and maintained by CEN (European Committee for Standardization), CENELEC (European Committee for Electrotechnical Standardization) and ETSI (European Telecommunications Standards Institute). EN 1–999 * EN 1: Flued oil stoves with vaporizing burners * EN 2: Classification of fires * EN 3: Portable fire extinguishers * EN 14: Dimensions of bed blankets * EN 19: Industrial valves – Marking of metallic valves *EN 20: Wood preservatives. * EN 26: Gas-fired instantaneous water heaters for the production of domestic hot water * EN 40-1: Lighting columns - Part 1: Definitions and terms * EN 40-2: Lighting columns - Part 2: General requirements and dimensions * EN 40-3-1: Lighting columns - Part 3-1: Design and verification - Specification for characteristic loads * EN 40-3-2: Lighting columns - Part 3-2: Design and verification - Verification by testing * EN 40-3-3: Light ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
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