Industry leaders are embracing change in the current climate
In this report, we outline how and why the contact centre has become elevated, the elevation of the customer service function, and the growing emphasis on supporting colleagues on the front line.
“Senior exec roles tended to come from marketeers, from finance, from business schools. Now they’re coming from service. We’ll see more and more of this because of the value we bring into the organisation of hearing and seeing it from the customer perspective. That is the key differentiator.”