Contact Centre Monthly
- Jon Phillips
- May 26
- 1 min read
📢 New Article in Contact Centre Monthly!
"Contact Centres: Overstretched, Misunderstood – and Full of Potential"
Jon Phillips of Agile Innovation Group explores the challenges contact centres face today rising customer expectations, tight budgets, and complex tech and why there's still huge untapped potential.
The article looks at how shifting focus from traditional metrics to real customer experience can transform contact centres into agile, customer-centric operations.
Key takeaways include:👉 Rethinking performance metrics👉 Fixing processes before investing in tech👉 Empowering frontline agents👉 Creating a culture of continuous improvement
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