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Contact centre white paper

A new white paper by the services contractor Serco examines contact centre culture and the potential this has to impact the bottom line. It explores the importance of employee engagement to the contact centre and examines the theory and practice.

The document admits that ’employee engagement’ has been the weak link in ‘the contact centre model’.

Jan Lewis, Serco’s Transformation and Transition Programme Manager, says: “There is a compelling opportunity for businesses and brands to cement loyalty and enhance the customer experience. Serco has started taking contact centre staff on a ‘journey’ towards an employee engagement model that is fit for the industry of the future.”

Loudhouse Performance Director, Jamil Qureshi says: “Customer service has to be an attitude, and not a process. A new methodology called ‘Think, Feel, Act focuses on the benefits and positive contributions others derive from their interaction with contact centre staff. In turn, the success and satisfaction of the staff is defined by what they do rather than what their job title, description or function is. We must define ourselves by what the customer buys, not by what we sell.”

For the paper, visit the Serco website.


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