GUEST OPINION by Sam Deckert, Founder and Principal Consultant, Peak Insight: During this current period of disruption and uncertainty, the ways in which customers interact with businesses is changing. Face-to-face dealings are being replaced with phone and online encounters while deliveries are now favoured over in-store transactions.
GUEST OPINION by Daniel Harding, Director – Australia Operations, MaxContact: Being able to scale your contact centre operations up and down rapidly is a powerful advantage in uncertain times.
Staying ‘open all hours’ can deliver significant benefits for businesses that put the right infrastructure and processes in place
GUEST OPINION by Daniel Harding, Director – Australia Operations, MaxContact: Weighing the pros and cons of keeping your contact centre open outside standard business hours this year? In our experience, companies generally decide to do so for one of two reasons: they’re receiving a steady stream of after-hours enquiries, or they see an opportunity to generate or collect revenue more effectively.
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