Customer
Contact
Insights

Where is “voice” and how do we position this most effective mode of human communication, within a brand’s customer contact strategy?

For years we’ve been talking about how homeworking would bring opportunities and change how contact centres employ people and deliver service, creating flexibility for both people and organisations. It was a win-win and was coined as the great opportunity – yet it never really fulfilled its potential. However, due to the pandemic, in 2 weeks it has been delivered, but at what cost?