David Harrison, Head of Operational Excellence at Ageas UK, on their Customer Experience journey, challenging Contact Centre norms and ensuring their people are at the heart of change.
We all know that Contact Centres can suffer from low levels of employee engagement and high staff turnover – this in turn can impact all aspects of Customer Experience. Sinead...
Stuart Metcalfe turns his mind to his top 10 considerations for an Owner or Investor when contemplating selecting a Brand and/or engaging a third party management company.
