Red Chair

Red Chair Interview: Contact Center Guru Rod Jones

Zailab

This week renowned contact center expert Rod Jones takes a turn in the Red Chair to discuss how far the contact center industry has come since the seventies and how much technology has changed over the years.

Says Rod, ‘The reason why contact centers tend to have a bad name is because organizations don’t invest in people and focus on the technology, treating call center agents as disposable. As a consequence, customers don’t receive good service. There are exceptions obviously. Forty years later the industry has evolved and we have the sophistication and the technology and we know how to do things correctly.’

Watch the full interview to gain more insight from one of the industry’s most popular thoughtleaders.