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United Kingdom - May 9, 2008 - Plasmanet, developers of software based communication solutions, today announced that it is embarking on a major piece of national research into how contact centres address the challenges of internal communication.
 Over the next two months a cross section of managers and directors from contact centres of all sizes, from both the public and private sector will be invited to provide insight into their approach to internal staff communications. Participants will be asked for feedback regarding who is responsible for administering the internal communications strategy; what information is shared (such as performance metrics, campaign details, personal and team messages); the channels adopted to present this information (from Intranets, email and interactive wall boards, to paper memos and white boards); the primary considerations when implementing a new communications strategy in the contact centre, as well as the potential impact of home agents. "The raison d'être of all contact centres is to deliver fast, efficient and accurate communication between the organisation and its customers. Yet how effective are they at distributing the right information to the right people at the right time internally, whether this is top-down or bottom-up?" asks Director at Plasmanet, Malcolm Appleton. "The results of this research will be used to develop system deliverables that will improve business efficiency, address employee morale and motivation, issues, reduced staff churn, leading to enhanced customer service." The research commences on Friday May 9,2008 and a summary of the report detailing the results will be published in time for Call Centre Expo and Customer Management Expo 2008 that takes place between September 16th and 17th at the Birmingham NEC. "Plasmanet is ideally placed to undertake this valuable piece of research. The company has been working with contact centres and business directors for several years evolving innovative internal communications strategies based on the latest technology," adds Appleton.
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