Lucinda is a people-oriented leader with skills in leading commercial teams in sales and marketing and customer service. She is passionate about transformation involving team engagement and business performance.
Lucinda currently leads the Ocean and Logistics Customer Service team in Maersk Malaysia.
According to ICMI and Zendesk Research, 62% of contact centres are perceived as cost centres by the rest of their organisations. In recent years, there has been a paradigm shift in the role of contact centres: from being information providers to solution providers. How can we facilitate this shift and generate real revenue through contact centres?