Hi and it was good to catch up with you again in Dubai recently.
Further to our discussion on the best Contact Centre standards for organisations to adopt for ongoing performance improvement, I have to say that I believe that the ones that INSIGHTS created remain for me by far and away, the most comprehensive and the most practical operational standards for contact centres anywhere in the world.
In support of my views: in the period 2006-2008 I chaired various sub-committees of a task group appointed to write that which became in 2008, the South African Bureau of Standards' Standards for the Operation of Contact Centres (SANS990-1/3). And in 2014/15 I formed and briefly chaired the South Africa industry committee that went on to drive the creation of what were in 2017 published as the ISO18295 Customer Contract Centre Standards. Having recently had the occasion to work extensively with a version of the Insights-developed Standards, I can attest to the immense value that I believe these bring when implemented correctly to drive customer experience-based continuous improvement initiatives in any organisation's contact centre.
I commend INSIGHTS on it's unique, up-to-date and insightful, industry efforts and sincerely hope that more and more contact centres find out about this fabulous tool - I will certainly be doing my best to spread the word.