Team management of 12 resources (+- 4.000 calls/month).

80% resolution of incoming problems in the first line.

User satisfaction grew from 15% to 87%, after implementation of the Change Management and Q&A processes.

Project lead for Calls, Reporting & Documentation, Team Knowledge level, transition from a Help Desk to a Call Centre.

Business case study of call centre management software (Tivoli, Remedy, Peregrine, and Power Help…).