Good Practice Guide: Elevating and Integrating the Contact Centre

Contact centres have enjoyed a much higher profile over the last year. Their role quickly evolved from a historical downstream channel for customer service to become the upstream face of the organisation.

In this Good Practice Guide, we look at ways that the contact centre can become more strategically important to the wider business. We will also suggest some ways for organisations to unlock increased value by breaking down some of the silos that still impact the customer service experience from an organisational perspective.

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