The contact centre is the epicentre of customer service operations and the face, or indeed voice, of your brand. Its role remains pivotal, however, like any other department in any other industry, to stay relevant it is necessary to evolve – constantly ensuring that operations are optimised to appeal to the customers and employees of today whilst also preparing for the consumer and worker of tomorrow.
This premise of “future-proofing” is the ideal corner-stone from which to build a successful organisation.
Read the full article at Engage Customer to understand how to kickstart future-proofing the contact centre by preparing for the unexpected.
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.