Contact centre transformation are sometimes a hard pill to swallow. Going from a standard that worked for the past years and changing all aspects of the daily job, going from working hours to key metrics, is not an easy task to do. Employees as well as customers might react violently against this, especially since they are in their comfort zones. Read the article below to find out what is the key phase in contact centre transformations:
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Curated from: http://www.callcentrehelper.com/why-trust-is-phase-one-in-contact-centre-transformations-82533.htm