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.
© Business News 2018. You may share content using the tools provided but do not copy and redistribute.