As part of his 2018 book “Contact Center Management”, Jan Smets examines how contact centre executives typically report their activities towards the C-level. Do we systematically reinforce the value-contributing role
As part of his 2018 book “Contact Center Management”, Jan Smets examines how contact centre executives typically report their activities towards the C-level. Do we systematically reinforce the value-contributing role of the contact centre?
Evolution in role and positioning of the contact centre
Insights on how contact centre typically report their activities, get seduced by hypes and run a risk of operational bias. A critical self-reflection on the image we paint
A fresh perspective on “The big picture”, attempting to settle the eternal debates on whether NPS, CSAT, ESAT, CES is the more appropriate
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