Copyright © Tiger Communications plc Challenge CB Richard Ellis is the world’s leading commercial real estate advisor. With over 300 offices in more than 50 countries, it has more consultants advising more customers than any other property firm. The company’s EMEA phone network consists of over 3,500 extensions with UK major offices in Birmingham, Bristol, Bath, the West End and City of London. A six-strong switchboard team deals with around 2,000 calls a day. The company gets a daily report of the team’s performance, including speed of answering, plusthe accuracy and time taken to connect calls. The team was having to deal with constant enquiries from network users, as Coral Finch, Switchboard Supervisor, explains: “Users were always asking us to look up numbers or to tell

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