The Contact Centre Is Not a Cost Centre | BTalk Australia
BNET Australia Contributors
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BNET Australia Contributors
Brian Haverty is editorial director for CBS Interactive Australia and is responsible for the company's BNET and ZDNet Australia sites.
Robert Gerrish is a coach, author and professional speaker and the founder of Flying Solo, an Australian online community for solo business owners.
Melissa Lourenco is the HR manager for CBS Interactive in Australia.
Chris Golis is the author of The Humm Handbook: Lifting Your Level of Emotional Intelligence. He runs seminars and workshops on EQ.
Suzi Dafnis is Community Director of the Australian Businesswomen's Network.
Yvonne Adele helps organisations build a culture of ideas by teaching people at all levels to access their untapped creative thinking skills.
(Episode 234: 12 min 10) Why do most businesses consider the contact centre as nothing more than a cost, when in reality it has a focus on obtaining and retaining revenue. Close it down and you’ll be waving goodbye to your customers. So do you have the right approach to management of your contact centre?
Today on BTalk Australia Phil Dobbie talks to Jason Stirling, Senior VP (ANZ and India) for Genesys about the function of the contact centre. What does it mean for a business and how can you improve its role and effectiveness? You’ll hear about the role of technology – for example, by directing a caller to an agent with a similar demographic profile.
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See also:
Customers Who Look After Themselves | BTalk Australia
Keeping Call Staff Satisfied | BTalk Australia
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