Today’s interview is with Steve Morrell who is the Managing Director of ContactBabel, a provider of high-quality research and analysis to the UK & US contact centre industries. Steve joins me today to talk about gathering feedback, what CX metrics senior management consider the most important, the role of automation in CX and generational differences around CX amongst other things.
This interview follows on from my recent interview – Our people first, customers second approach drives our growth – Interview with Tom van der Lubbe of Viisi – and is number 322 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with Steve:
Steve Morrell is the Managing Director of ContactBabel, which was founded in 2001 to provide high-quality research and analysis to the UK contact centre industry. He has written hundreds of research reports and his opinion on contact centres has been featured on the BBC, ITV, Sky, the Guardian. Forbes and the Financial Times. He has also advised the UK government on the effect of offshoring on the UK economy.
Steve is also Managing Director of AboutMatch.co.uk, which helps UK contact centres find the right suppliers for them.
Thanks to Pixabay for the image.