Driving the business of change with contact centres
While businesses understand the need to change to stay at the top of their game, the reality of implementing change remains one of the greatest challenges.
In this session, SVP and GM for EMEA at Calabrio, Kris McKenzie will reveal brand new research undertaken by Calabrio with C-level executives to understand what change is really informed by and what data sources they tap into. And with contact centres at the heart of customer feedback, how do businesses really utilise the unbiased information given by customers during contact centre interactions? Most importantly he will talk about how contract centre professionals can ensure contact centres are at the forefront of change and have a seat at the C-suite table.