The Professionalisation Of Service: Skills & Capabilities
- 05 October 2022
I have been working in and around contact centres for almost 30 years and in that time the landscape has changed enormously! In my early days we had just brought in computers, but it was all “black and green screen technology” effectively filling in a database as we went. Each advisor completed the screen in their own way and there was no real consistency of conversation, but each conversation was very personalised. By the late ‘90’s I was working on a new sales order entry system to make the conversations and transactions flow better. It was in this role that my passion for customer experience was ignited.