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18 | Improving the CX, Gregor Hartnell talks to us about failure demand

The Calling (formerly The Agile Contact Centre Podcast)
The Calling (formerly The Agile Contact Centre Podcast)
Episode • Aug 31, 2020 • 9m

Gregor talks us through how his teams have improved CX and changed the perception the organisation has of contact centres from a cost centre to value centre. 

A focus on the cause of the demand coming into your contact centre allows teams to build a highly scalable operation with the resilience to deal with a complex and changing environment.

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