By Jennifer Kirkby, consulting editor
The good news is that beacons of good practice in the contact centre sector are lighting up more often:
• To fix the problem of a broken organisation, Amex‘s customer care call centre has a close working relationship with its marketing department. The two areas work together on projects, have regular contact including their own internal help line, and cross-train staff - marketing in the call centre techniques, and call centre managers in marketing.
