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Podcast: The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Episode: The Future of Contact Centers is Enriching Human Interactions. Are You Prepared?
Description: The contact center at many organizations doesn't get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost. These measures weren't bad business principles, but they also didn't send the best signal to the team. Contact center employees felt like second-class citizens in the organization, not nearly as valuable or venerated as...