We had our first essay this week mainly to assess our English writing standards, however for me it was a really useful exercise to familiarise myself not only with the process but also the style of academic writing.
I found that reading just one article led onto another, then another and then another – that small exercise has brought to light a whole range of resources and industry perspectives. Coming from (and still part-time) in a call centre based business it was fascinating to read how the large corporates are shifting toward tailored approaches to their customer. For example automated business transactions i.e. new cheque books can be done by voice recognition / virtual assistant – freeing up resource to provide the valuable voice contact for more complex queries. Advisor knowledge, overheads and queue busting are just a few other things discussed.
Link to main article is: http://www.mycustomer.com/item/133790, however the reports behind the article also provide some great insights.
Also, think I have finally sussed out the eFolio, Blackboard and SUSSED set up at the Uni (no excuse for the pun)!