Over the last 18 months the customer service industry has been turned entirely on its head. With an increased focus on online operations, organisations have been forced to recalibrate their customer service model – relying on remote interactions as opposed to in-person moments – with the contact centre at its heart.
The contact centre has had to undergo its own revolution in this period – adapting to the changing restrictions in workplaces, as well as increased demand from customers. The contact centre as we traditionally know it has had to adapt – and fast – to keep pace with a rapidly changing set of circumstances.
Please contact us for any further information, or to discuss how we can help transform your contact centre.
Read the full article on MyCustomer, looking at the biggest changes in the contact centre industry over this period and their long-term impact.
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.
