In today's tough marketplace how can contact centres implement a quality system that copes with the evolving needs of the business?
Fidessa group plc, a leading global supplier of trading systems, market data and connectivity solutions to firms involved in trading the world's financial markets, needed a quality system for its Financial Trading Service desk. This delivers technical support and guidance to Fidessa's global customer base and operates from multiple locations.
The challenge was to create a more efficient contact management environment for a service desk that has grown substantially over the past five years.
As a specialist service provider operating in the financial sector, Fidessa was naturally apprehensive about making changes to its systems.
- Published: 10 December 2009