In the Public Eye
Service Operations in the public eye
Everyone should be a winner
A sea change is set to sweep the contact centre world, and it’s a future in which everyone should be a winner.
Customers, front line staff and contact centre providers are gearing up for a revolution that will see the ‘command and control’ regime of today being replaced by a more integrated, less formal approach – where agents are empowered to serve customers in a cost-effective way and create high value and sustainable relationships.
Dave Howard, CEO writes in Dimension Data Interactions Edition 17 – Feb 2012