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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.

Craig Farley

Head of Consulting

 

Read the full article at Engage Customer to understand how to kickstart future-proofing the contact centre by preparing for the unexpected.