In our latest episode we summarise the key findings from the SMAART Recruitment 2020/21 Contact Centre Best Practice Report and give you 3 recommendations to be ready for 2021 and beyond.

The report gathers data from 165 contact centres across Australia to understand the trends and challenges in leading the modern contact centre, including a deep dive on the impacts of COVID.

As a key contributor to the report we focused on these dimensions of modern contact centre management:
- Leading with Purpose
- Customer Experience
- Leadership
- Strategy & Planning
- Continuous improvement
- Change management

For case studies of how leaders like you have transformed their contact centre head to our website

And if you want to level up your leadership skills to lead the modern contact centre check out our exclusive Live-Online Agile Leadership for Customer Service teams: https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams

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