Investing in technology: Fad or future?
One of the biggest challenges for any organisation today is knowing what technology to invest in. After people, technology is the biggest investment an organisation can make. With new technology …
Author: Fiona Keough
Fiona Keough is the CEO of Auscontact Association, the leading customer contact industry association in Australia. Auscontact aims to connect people, industries and organisations, locally and globally, to deliver excellence in customer contact experience.
Are contact centres measuring the ‘right’ things?
Measurement has always been important to the contact centre industry and over the last 15 years the way we measure and what we measure has evolved and matured. In the …