Ian, I think your post is exactly right. One chief executive who I admired would regularly - most weeks - spend an hour or two listening in to calls to his contact centre. This is easily done remotely and it gave him a very good view of what the customers were experiencing!
Ian, I think your post is exactly right. One chief executive who I admired would regularly - most weeks - spend an hour or two listening in to calls to his contact centre. This is easily done remotely and it gave him a very good view of what the customers were experiencing!