Trouble along the line: Industry insider voices call centre concernsby
Meet Rick. Rick is an industry insider: a freelance trainer within the customer service industry, specialising in the professional development of call centre workers. His long experience with blue-chip companies, both outsourced and in house, has convinced him that there are intractable problems within the call centre sector as a whole – and it is these problems he is often employed to fix.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.