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Contact calamity

ACCORDING to a recent contact centre management survey senior managers do not always understand the important role contact centres play in building a brand and differentiating an organisation.

The 2003 Drake Contact Centre Leadership Report (commissioned by Drake International) surveyed 80 contact centre managers from a cross section of industries.

Drake national contact centre operations manager Steve McKenzie said many companies failed to integrate the contact centre (or call centre) into the organisation’s overall marketing strategy.

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