Good Contact Centres vs. Bad Contact Centres - What's the Difference?

Few things are more familiar to contact centre professionals than criticism.  They are consistently bombarded with complaints about the ways their centres are damaging customer experiences and adversely impacting profitability.

A more valuable--and markedly rarer--approach involves offering guidance on what they can do to become better.  What steps must they take to turn their centers into the efficient, customer-centric business powerhouses that simultaneously delight customers and stakeholders?

To answer that question, Call Center IQ's Gerald Clarke turns to Professor Moira Clark, Director of the Henley Centre for Customer Management, for an exclusive, exploratory interview.  Listen to the interview now!