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Issue 40 – Jul 12

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Guidelines for customer contact centres – new work item proposal

Issue 40 – July 2012

Standards New Zealand is seeking feedback on a new work item proposal on 'Guidelines for customer contact centres'. The International Organization for Standardization (ISO) Consumer Policy Committee (COPOLCO) has proposed this project to ISO.

The proposed Standard will provide specified interaction guidance for any front-end voice, multi-media or back-office client/customer interaction with a business process service centre.

Standards New Zealand is consulting with key stakeholders in this area to determine New Zealand's response.

→ To receive a copy of the proposal, for more information, or to submit comments including support for or opposition to the proposal, please email isoadmin@standards.co.nz. Comments received will be used to form a New Zealand position on this proposal. Please provide your comments by Friday 20 July 2012.