Contact centres may have poor reputations but they should be seen as a strategic resource, says Nicola Millard, BT’s in-house futurist.
In this interview, Nicola talks us through a recent BT survey among contact centre managers and highlights some surprising insights. It’s high time to take a closer look at your contact centre.
You say that contact centres are potentially a strategic resource for companies. That may surprise some given the less-than-stellar reputation that contact centres have. They are often described as the sweatshops of the 21st century and are generally disliked by customers and employees alike. Can you explain – how is their role evolving? And where is the strategic value to be found? [Read more…]