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Contact centre industry 'needs change'
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Contact centres need to introduce new ways of operating in order to weather the economic downturn, it has been claimed. According to the Customer Contact Association (CCA), the sector needs to adapt to reflect the changing needs of other companies and their customers. Chief executive of the organisation Anne Marie Forsyth said research from the group has shown that the traditional ways of operating a contact centre are no longer working. In the CCA Membership Poll 2008, 69 per cent of respondents said the standard is no longer adequate, while 94 per cent claimed the industry needs to adopt changes in order to continue satisfying its customers. Ms Forsyth added: "CCA members are leading the way in devising innovative new ways of working. Our mission is to create the gold standard in customer service." Yesterday (November 17th), CIO Today suggested contact centres can reduce their costs while increasing the level of customer service by adopting strategies such as unified communications, VoIP and remote working. Azzurri is helping organisations make their contact centres work better with a focus on multimedia blended contact centres.  |
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