Managing Quality During a Crisis
With the world in crisis-lockdown mode, workplaces are being transformed like never before and remote working is at an all-time high. For contact centres, agents are now speaking with customers from the comfort of their home-offices, sofas and dining room tables and the traditional customer service hub model has been disrupted.
The sticking point with this change in operations is for contact centres to ensure that their agents are still doing their work, and that customers are still receiving the quality of service they are usually offered. With everyone so dispersed – agent, managers and CEOs alike – a capable hand is needed to make sure goals are still being met and business remains as usual in these unprecedented times. This is where the quality team plays a vital role.
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Craig is Head of Solution Consulting at IPI. With over two decades of experience in the dynamic world of contact centres, he’s seen the industry evolve, and evolved with it. Craig’s journey began with hands-on operational roles, focusing on technology, resource planning, and leadership.
Throughout his career, Craig had the privilege of collaborating with global brands, empowering them to harness cutting-edge technology and streamline their operations. Today, Craig leads Solution Consulting at IP Integration, where we leverage our extensive industry experience to help clients deliver exceptional customer experiences.
