13 min
25 | The 2020/21 Contact Centre Best Practice Report The Calling (formerly The Agile Contact Centre Podcast)
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- Management
In our latest episode we summarise the key findings from the SMAART Recruitment 2020/21 Contact Centre Best Practice Report and give you 3 recommendations to be ready for 2021 and beyond.
The report gathers data from 165 contact centres across Australia to understand the trends and challenges in leading the modern contact centre, including a deep dive on the impacts of COVID.
As a key contributor to the report we focused on these dimensions of modern contact centre management:
- Leading with Purpose
- Customer Experience
- Leadership
- Strategy & Planning
- Continuous improvement
- Change management
For case studies of how leaders like you have transformed their contact centre head to our website
And if you want to level up your leadership skills to lead the modern contact centre check out our exclusive Live-Online Agile Leadership for Customer Service teams: https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams
About us:
This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world.
Subscribe anywhere you get your podcasts:
Anchor: https://anchor.fm/the-agile-contact-centre
Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665
Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y
Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast
Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz
Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast
RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO
Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au
Blogs: https://www.theagilecontactcentre.com.au/blog
This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
In our latest episode we summarise the key findings from the SMAART Recruitment 2020/21 Contact Centre Best Practice Report and give you 3 recommendations to be ready for 2021 and beyond.
The report gathers data from 165 contact centres across Australia to understand the trends and challenges in leading the modern contact centre, including a deep dive on the impacts of COVID.
As a key contributor to the report we focused on these dimensions of modern contact centre management:
- Leading with Purpose
- Customer Experience
- Leadership
- Strategy & Planning
- Continuous improvement
- Change management
For case studies of how leaders like you have transformed their contact centre head to our website
And if you want to level up your leadership skills to lead the modern contact centre check out our exclusive Live-Online Agile Leadership for Customer Service teams: https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams
About us:
This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world.
Subscribe anywhere you get your podcasts:
Anchor: https://anchor.fm/the-agile-contact-centre
Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665
Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y
Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast
Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz
Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast
RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO
Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au
Blogs: https://www.theagilecontactcentre.com.au/blog
This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
13 min