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25 | The 2020/21 Contact Centre Best Practice Report
Manage episode 319034598 series 3233433
المحتوى المقدم من Adam Jaffrey and Callo Consulting. يتم تحميل جميع محتويات البودكاست بما في ذلك الحلقات والرسومات وأوصاف البودكاست وتقديمها مباشرة بواسطة Adam Jaffrey and Callo Consulting أو شريك منصة البودكاست الخاص بهم. إذا كنت تعتقد أن شخصًا ما يستخدم عملك المحمي بحقوق الطبع والنشر دون إذنك، فيمكنك اتباع العملية الموضحة هنا https://ar.player.fm/legal.
In our latest episode we summarise the key findings from the SMAART Recruitment 2020/21 Contact Centre Best Practice Report and give you 3 recommendations to be ready for 2021 and beyond.
The report gathers data from 165 contact centres across Australia to understand the trends and challenges in leading the modern contact centre, including a deep dive on the impacts of COVID.
As a key contributor to the report we focused on these dimensions of modern contact centre management:
- Leading with Purpose
- Customer Experience
- Leadership
- Strategy & Planning
- Continuous improvement
- Change management
For case studies of how leaders like you have transformed their contact centre head to our website
And if you want to level up your leadership skills to lead the modern contact centre check out our exclusive Live-Online Agile Leadership for Customer Service teams: https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams
About us:
This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world.
Subscribe anywhere you get your podcasts:
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