Contact calamity

17/06/2003 - 22:00

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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.

STANDING BY BUSINESS. TRUSTED BY BUSINESS.

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