Call NorthWest - The Future of the Call Centre

Back in 1999 CRM equalled call centre: wall to wall stands at every CRM exhibition exuded the relationship benefits of the channel. But, in reality call centres have not equalled better relationships and dealing with modern ‘contact centres’ is high on the list of stressful experiences. Many customers would prefer efficient self service to talking to a run of the mill call centre agent. At CallNorthWest’s directors debate on ‘Automation and Strategic Planning for the Future’ recently, Director