Call centres - friend or foe?

Is your call centre delivering its full potential? Well-known industry expert John Goodeve-Docker will be lifting the lid on how organisations can ensure they're getting the most from their call centre at a seminar on April 17.

Industry statistics show that half of all call centres regularly fail to perform. With a track record that includes chairmanship of the Association of Telephony Integration Users (ACTIUS), John will be examining why this happens and look at how much failure is costing businesses.

In addition, he will tackle the thorny issue of whether call centres really play an integral part in a company's CRM strategy - or if they are simply just a department where calls are handled. 

The London-based seminar, which runs from 9.30 am to 12.30 pm, is being sponsored by Interchange Group, specialists in Information and Communications Technology.

As a key part of the session, Interchange's director of business strategy, Pete Neville, will focus on the need to guarantee return on investment in IT by working with companies who are prepared to share the pain.