eBook: Building a recession-proof contact centre
With an impending slowdown, businesses are turning to lessons from the past to stay future-ready. Research by Harvard Business Review studied the business priorities of ‘Leader’ organisations that managed to increase earnings by an average of 10 % during the recession of 2008, while their ‘Laggard’ peers lost nearly 15%.
Intrigued? Our webinar featuring Ian Jacobs, principal analyst, Forrester Research, highlights the three steps these businesses took and what it means for your contact centre.
We have compiled our findings into three parts in this 12-step guide. Find out how you can map business and contact centre priorities to enhance flexibility, spend wisely and build strong customer connections.