Businesses need to realise that meaningful change is required for the contact centre industry to deliver and profit from a 21st century service that customers enjoy using and staff feel proud to be a part of. The benefits of transforming contact centre culture are significant, realisable and have the potential to impact the bottom line.
A new white paper from Serco and Loudhouse explores the importance of employee engagement – which until now has been the weak link in the contact centre model – to the contact centre environment. It draws upon ideas around ownership, responsibility, performance and motivation as well as qualitative experiences from contact centre professionals Together, these form a compelling case for the radical change that is needed as the contact centre industry embarks on the next phase of its growth, development and maturity.
Read more at: New Serco Whitepaper
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