Part 5 | The Evolution of the Contact Centre

Reframing the contact centre

In this report, five themes emerge encompassing the importance of changing perceptions internally and externally, establishing more robust ways to determine the impact of contact centre activity on customer outcomes and fostering strong values-driven leadership that motivates colleagues.

Download the report to discover the five themes that will drive contact centre strategy in 2022 (and beyond).

“We’re here to drive customer satisfaction, customer loyalty, revenue, lifetime value of the customer, all of those things… Yet senior management can see us as a cost centre.”

Ian Harrison, Head of Customer Engagement, Eurotunnel

What’s in the report?

  • Recruiting people with soft skills as the job content becomes more complex
  • Reframing the contact centre externally – to attract people with the right competencies
  • Reframing the contact centre internally – to secure investment and collaboration
  • Giving team leaders the time to spend supporting their teams
  • Getting the hybrid model right and allowing learning through osmosis to happen.

Download the reports

How can you turn challenge into opportunity?