Tag Archives: 2017 ITEXPO

Customer Service, Evolved

Customer preferences have driven a significant change in the role of the contact centre.  A phone call is no longer the first choice to contact an organisation, it is now an escalation when other channels do not work.  So how does this affect a company’s approach to its contact centre?  Let’s split this into three areas – people (culture, management and recruitment), spaces (physical locations … Continue reading Customer Service, Evolved »