Building and managing a resilient contact centre operation that is prepared for change.

2020 ripped-up and re-wrote the rule book for contact centres. In this frank/direct report, leaders from within the contact centre world discuss the challenges they have faced, and how they think it will re-shape the operational requirements of contact centre of the future.

What’s in the report?

  • New working patterns
  • Operational resilience
  • Integrating into a broader customer experience

We’re all in the business of people. And of course, people are anything but binary.

Mark Davies, Customer Contact Director, BUPA 

Build your flexible & resilient Contact Centre for the future