Contact Centers Delivering Value: An Interview with Kay Jackson

Published On:
March 24, 2014
Authored By:
APQC
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With the growing trend of customer-centricity, contact centers have a strategic role within the organization to deliver value and support its strategic initiatives. However contact centers continue to face challenges in utilization, resources, and attrition. In this interview, Kay Jackson, a contact center subject matter expert and the Associate/ Co-Founder of the ResponseLearning Corporation, offers her insights on these trends.