18 | Improving the CX, Gregor Hartnell talks to us about failure demand

The Calling (formerly The Agile Contact Centre Podcast)

Gregor talks us through how his teams have improved CX and changed the perception the organisation has of contact centres from a cost centre to value centre.

A focus on the cause of the demand coming into your contact centre allows teams to build a highly scalable operation with the resilience to deal with a complex and changing environment.

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