Whitepaper 'From cost centre to centre stage'
The effect of EX on customer behaviour
How do you turn your contact centre into a success for employees, customers and management? Or In other words, how do you change it from a cost centre to the organisation’s centre stage?
Until quite recently, the contact centre was mainly seen as a cost centre. However, the COVID-19 pandemic has made its importance significantly more visible, as it unavoidably turned into the interaction hub between customers and companies.
Therefore, an optimally functioning contact centre is no longer a ‘nice-to-have’. But how do you achieve that?
In this whitepaper, we focus on the employee. We look at factors that have a positive effect on their wellbeing, and what their impact is on the customer experience and the business results. How do you turn your contact centre into a success for employees, customers and management?
Topics covered in the whitepaper