Contact Centre Developments
Four years ago, Call Centre Focus took a closer look at the call centre sector and the challenges it faced. Now, Alex Blyth investigates how much it has changed since 2004 - and what we can expect in the future...Technology has continued to have a huge impact on the call centre industry. Sue Randall, head of sales at Orbital Response & Fulfilment, which provides response services to organisations such as the RAC, Teacher Training and Development Agency and Guide Dogs for the Blind, gives just one example: "Four years ago outsourced agencies weren't using clients' websites for processing orders or back-end operations such as refunds and replacements. Nowadays, the client website acts as a central hub of information, which has meant that we can be the single point of contact for customers."...
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