Stephen Withers

Call Centres

Satisfaction calling: does outsourcing contact centres work?

July 10, 2014 | Stephen Withers
Often maligned from within and outside, the contact centre is the coal face of customer service interaction. But so often the processes and people are dumbed down so they can be sent offshore and run more cheaply. Stephen Withers treads the political minefield…[View as PDF] read more...
Tech at the coalface

Tech at the coalface

December 11, 2012 | Stephen Withers
The mining industry has transformed in recent years. Stephen Withers looks at the unique demands of this boom and bust industry and the role technology is playing… read more...
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