Case: Creating predictable results in a Customer Contact center

Here an interview with Ronald Smit, CEO of Cendris customer contact center, about creating predictable results to meet their client agreements.

Key topics we discussed:

• Challenges in your business?
• How to transfer client values into behavior?
• What are your results?
• What advice for new leaders?

We want to create a culture where everyone feels contributing to the goals.

You can't implement change in your company if you aren't willing to do it yourself as a management team