Singlepoint trains 1,000 using Eden

Donovan, Tristan
September 2003
IT Training;Sep2003, p10
Trade Publication
Mobile phone services firm Singlepoint 4U is in the final stages of training 1,000 call-centre operatives in a new IT system. Since the project began back in March 2003, 90 per cent of staff have been introduced to the incoming customer-handling application, called Eden. 'We're always looking to improve and enhance customer satisfaction,' says Bill Tolmie, head of training and development at Singlepoint's owner The Caudwell Group. The Eden package will improve the speed of call handling, cover a greater range of customer-account data and increase the number of activities that can take place. There was a need for some unlearning, as staff were moving from a Unix green-screen system to a Windows-based system,' recalls Tolmie.


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