Explore fresh, expert perspectives on customer engagement and innovation

In August 2023, MaxContact conducted some in-depth research into the current state of the contact centre industry. We quizzed over 100 contact centre leaders on the trends and challenges that will drive their strategies in 2024 and beyond.

The research uncovered lots of interesting and useful information. You can download the full report – The Evolving Contact Centre Landscape – for free here.

At its core, the research reveals something of a dilemma. In difficult times, contact centre leaders need to do two seemingly contradictory things. They need to cut costs, and at the same time enhance customer service.

It’s a tough ask, because dropping the ball on either side of that equation could prove costly, even catastrophic. Since the pandemic, customer experience has become even more of a priority for organisations of all kinds. At the same time, many businesses are looking to streamline to meet the challenges of the current macroeconomic climate.

With those opposing pressures, how will contact centre leaders square the circle of doing more with less? That’s what the rest of the study aimed to find out.

Priorities for contact centre leaders

In our research, enhancing customer experience was the top area of focus for contact centre leaders in the next six months. It was followed by optimising contact centre budget and cost management, improving agent performance and implementing new technologies.

Although on the surface these priorities appear contradictory – in effect, contact centres are being told to do more with less, or at least do more but with a strong handle on costs – there is some logic here.

A tight focus on improving productivity and implementing top tier technology can improve customer satisfaction. Although there are some costs associated with both, well trained and confident agents, supported by (for example) IVR and automatic payments, quickly bring cost-efficiencies to call centres, and at the same time impress customers.

The need to measure progress

Respondents to our survey understood that it was not enough to just say they were prioritising customer satisfaction or cost control. They had to measure progress and show results.

When we asked them about the most important numbers to track, Net Promoter Score (NPS) and customer satisfaction (CSAT) came out on top.

That’s no surprise, given the focus on customer experience mentioned earlier. The good news is that other metrics were rated almost as highly, whether Customer Effort (CES), Average Handling Times (AHT) or First-contact resolution (FCR). Contact centre leaders are intent on measuring the metrics of success, and understand that these KPIs are complementary – a focus on FCR, for instance, feeds into AHT, CES and ultimately NPS.

AI in contact centres

AI is everywhere at the moment, and we wanted to ask contact centre leaders about its impact. Could it help improve the metrics mentioned above? Could it help meet the challenge of greater cost-efficiency alongside enhanced customer satisfaction?

To some extent it already is. Less than 9% of our leaders said AI was yet to impact their role at all. Of the others, nearly a quarter (24.75%) said it was impacting efforts to balance contact centre performance with cost efficiency. In addition, nearly 22% of respondents said AI was encouraging a customer-centric culture across the organisation, and the same number said it was enabling better customer service and driving innovation and digital transformation.

Again, this feels like good news as contact centre leaders struggle with the twin priorities of cost cutting and customer experience. Current AI tools like enhanced chatbots and speech analytics are already reducing pressure on staff and freeing them up to focus on more complex or sensitive customer interactions. They’re simultaneously providing meaningful insight that can be used to create more personalised customer experiences, and improving contact centre efficiency.

Once again, it seems likely that technology is the secret to more productive, more efficient and more customer-centric contact centres, and the AI revolution has only just begun.

The contact centre in context

Of course, the contact centre may only be one part of a business, and it just happens to be the one that customers interact with on a daily basis. That means it plays a crucial role in helping organisations meet their wider goals.

When we asked specifically about the challenges contact centre leaders face in aligning contact centre operations with the overall needs of the business, balancing performance with cost efficiency came top, with nearly a quarter of respondents (24.75%) choosing this option.

Nearly as many (23.76%) chose ‘encouraging a customer-centric culture across the organisation’ and a significant number (22.77%) chose ‘ensuring seamless communications and collaboration across departments.  

In other words, contact centre leaders appear all too aware of their responsibilities to the wider business. They understand that part of their role is to feed valuable customer information back into the organisation, so that customer-first strategies can permeate every department and team. They know they have to achieve this in a cost-effective way. Nevertheless, they realise that as the most customer-facing part of an organisation, contact centres need to lead in this respect.

Contact centre strategy for 2024 and beyond: what it all adds up to

So what does all this mean for overall contact centre strategy as we near the end of 2023? For the largest number of our respondents (22.77%), it means their top priority is implementing cost-saving measures while maintaining service quality.

For others (18.81%) it is reducing non-essential expenses and streamlining operations, while for 17.82% of respondents, the priority is customer retention and loyalty initiatives.

These results are consistent with everything we’ve already discussed. The focus for at least the next 12 months will be implementing systems and processes that save money and also keep customers happy. These systems will also allow for high levels of data analysis, giving contact centre leaders valuable insight into everything from customer satisfaction to campaign performance. As previously mentioned, that’s a tough ask, but through a commitment to new technology and agent productivity, it’s one that contact centre leaders can achieve.

MaxContact, a leading UK-based customer engagement software provider, has shared findings from their new report – ‘Operational Efficiency and Customer Experience: Insights for your IT Strategy.’ This study, based on a survey of 100 UK-based IT leaders, serves as an invaluable resource, offering data-backed insights on processes, technology, customer experience, operational efficiency and digital transformation.

Headline messages include:

• Operational efficiencies & customer experience: In a flatlining economy, IT leaders are focused on improving efficiency and performance across their organisations, with survey respondents citing ‘implementing new technologies and tools to improve efficiencies’ as their number one focus for the next six months. This proactive approach reflects the adaptability of IT leaders, who recognise that investing in advanced technologies can lead to more streamlined operations and ultimately improved business performance. IT Leaders are primarily looking to invest in business operations software (49%) and customer support technologies (43%) in the next 12 months, according to the survey results.

• AI’s growing influence: 75% of IT leaders expressed optimism about the impact of AI technologies, particularly in driving innovation and enabling better customer service. They see AI not just as a technological advancement but as a pivotal driver of innovation, enabling the delivery of better and more responsive customer service. Their enthusiasm for AI underscores its growing importance as an integral component of IT strategies.

• Digital transformation progress: Nearly half of respondents say they’ve largely transitioned to digital ways of working, though a significant minority (16%) are some way from that goal. The report reveals a mixed landscape when it comes to digital transformation. While nearly half of the respondents indicate substantial progress in transitioning to digital ways of working, a noteworthy minority are still in the process of embracing these transformative changes. This disparity highlights the diversity of digital maturity levels among organisations. A forward-looking mindset is essential for organisations striving to remain competitive in today’s digital landscape, with 99% of those polled planning to invest in some form of digital transformation over the next 12 months.

• Hybrid workforce challenges: Over a quarter of those surveyed say managing a hybrid or remote workforce split is the main challenge in their role. This challenge signifies the need to balance the demands of remote and in-office work, ensuring that employees remain productive, engaged, and connected. The report provides valuable insights for IT leaders seeking to navigate the complexities of the hybrid workforce, offering strategies to overcome these challenges.

MaxContact’s VP of Engineering, Matt Yates, commented on the report saying,

“This report underscores the resilience and adaptability of IT leaders in these trying times. It provides invaluable insights into the strategies and challenges faced by peers, offering advice for making well-informed decisions around operational efficiencies and customer experience for IT leaders. As technology continues to evolve, MaxContact remains committed to providing powerful customer engagement solutions that empower organisations to thrive in the customer experience landscape.”

MaxContact’s report is an essential guide for IT leaders, providing insights from peers that can shape effective strategies. To access the full report and explore the research, please access the report for free, here.

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MaxContact, a leading UK-based customer engagement software provider, has shared findings from their new report – ‘The Evolving Contact Centre Landscape: Trends, Challenges and Strategies for Contact Centre Leaders’ – revealing insights into the evolving contact centre landscape.

The report, which includes results from a survey of 100 operational and contact centre leaders across the UK, shares insights to assist contact centre leaders in driving their strategies in 2024 and beyond.

Headline messages include:

• The balancing act: Balancing performance and cost in an unstable economy is a significant challenge, with 25% of leaders citing ‘balancing contact centre performance with cost efficiency’ as the main challenge in their role. Striking this balance requires investing in efficient technology, smart workforce management, and the integration of AI-driven solutions.

• AI impact: Nearly all survey respondents are using AI to improve performance. Among the findings, 25% reported using AI to streamline processes and enhance operational efficiencies. 22% highlighted AI’s role in enhancing data analysis and decision-making, while another 22% emphasised its contribution to improving customer service and innovation. Only 9% indicated AI has not yet impacted their roles. These insights underscore the industry’s readiness for AI-driven solutions and highlight AI as a valuable ally, allowing leaders to empower teams with the freedom to handle more complex, creative, and sensitive work while AI takes care of repetitive tasks.

• Customer centricity: Enhancing customer experience and satisfaction is the main area of focus for contact centre leaders over the next six months, with Net Promoter Score (NPS) being the most important measurement for success, according to those surveyed. A successful customer-centric approach derives from fostering feedback loops and cross-functional collaboration which enable businesses to stay in tune with customer sentiment.

• Navigating challenges and opportunities: In a difficult economy, contact centre leaders see challenges and opportunities, and their strategies for the short and medium-term are an attempt to balance the two. Successful contact centres will use insight, technology and agile management to solve problems without undermining performance or stifling growth. The right technology investments, workforce optimisation, and seamless cross-departmental communication are vital for maintaining customer satisfaction and operational efficiency during economic uncertainty.

MaxContact’s CEO, Ben Booth, commented on the report saying,

“These are clearly challenging times for contact centres, but MaxContact’s research shows that many leaders are being pragmatic and measured in their response. This report equips contact centre leaders with valuable insights to enhance their operations and navigate the evolving challenges and opportunities in the industry. In these ever-changing times, the ability to adapt quickly will set the industry leaders apart.”

Access MaxContact’s full report for free here.

In this guest blog, Whistl share insights on how contact centre scripting has evolved and explore how it can benefit your business by enhancing compliance, agent training, and customer experience.

What is Contact Centre Scripting?

Contact centre scripting is a structured approach to customer service and support operations. Agents work with predefined scripts or guidelines for customer interactions or inbound contacts for phone calls, live chat, social media interactions or emails. These scripts provide a step-by-step framework for agents to follow, guiding them on what to say, how to say it, and what actions to take during a customer interaction.

How has Contact Centre Scripting Evolved?

Contact centre scripting has evolved from static, paper-based guidelines to dynamic, AI-powered tools prioritising personalisation and empathy. This evolution reflects the industry’s commitment to delivering exceptional customer experiences while maintaining efficiency and consistency in customer interactions.

Early Manual Scripts

Initially, scripts were simple, paper-based documents. These scripts often contained basic greetings, frequently asked questions and troubleshooting steps.

Digital Scripting Tools

With the advent of computer-based technology, call centres started using digital scripting tools and software applications. These tools allowed for more dynamic scripts that could adapt based on customer responses with real-time guidance and information.

Integration with Customer Relationship Management (CRM) Systems

Modern contact centres integrated scripting tools with CRM systems, enabling agents to access a customer’s history, preferences, and past interactions for more personalised and efficient service.

Dynamic and Adaptive Scripts

Rather than rigidly following a predetermined path, agents used them as a guide and, with the proper training, can deviate when necessary, addressing each customer’s unique needs and concerns.

Natural Language Processing (NLP) and AI

Recent advancements in artificial intelligence (AI) and NLP have further transformed scripting. AI-powered chatbots and virtual assistants can engage in natural, human-like customer conversations while following predefined guidelines to provide relevant responses and even learn from interactions to improve over time.

Emphasis on Empathy and Emotional Intelligence

In the modern era of customer service, there’s a growing recognition of the importance of empathy and emotional intelligence. Scripting has evolved to include prompts for agents to use empathetic language and actively listen to customers, ensuring interactions feel more personalised and human.

Omnichannel Scripting

Contact centre scripting has expanded beyond phone interactions to encompass multiple communication channels, including live chat, email, social media, and SMS. Agents now use scripting tools capable of seamlessly managing interactions across these various channels.

What are the Benefits of Contact Centre Scripting?

The effectiveness of these operations can significantly impact the customer experience and, subsequently, a company’s success.

Structured Framework

Scripts ensure that every customer receives consistent information and assistance, regardless of which contact centre agent they speak to. This consistency builds trust and reliability, critical components of a positive customer experience.

Compliance

Adhering to specific guidelines is crucial in regulated industries such as finance or healthcare. Contact centre scripts help agents ensure that they provide accurate and compliant information, reducing the risk of legal issues.

Efficient Problem Resolution

Scripts guide agents through troubleshooting processes, enabling them to address customer issues quickly and effectively. This efficiency reduces call duration and customer frustration.

Training Support

New contact centre agents often face a steep learning curve. Scripts provide a clear framework, helping them gain confidence and competence, along with support for product knowledge to relay accurate information to customers, even if they have yet to become experts in the field.

Improved Customer Experience

A positive customer experience is the cornerstone of successful contact centre operations. Contact centre scripting contributes to this with the following:

Enhanced Communication

Scripts guide agents using transparent and customer-friendly language, making interactions more understandable and pleasant for callers.

Reduced Hold Times

Structured calls lead to quicker problem resolution, reducing the time customers spend on hold and, consequently, their frustration levels.

Empathy and Personalisation

While scripts provide structure, they can also allow for empathetic and personalised interactions. Contact centre agents can infuse their tone and personality into conversations, making customers feel valued and heard.

Optimising Contact Centre Scripting for Emotive Personalisation

Contact centres must optimise their scripts based on customer feedback, changing industry regulations, and evolving customer preferences. Personalisation in customer interactions is critical to successful customer experiences.

Emotive Language

Scripts can include prompts for agents to use empathetic and emotional language when appropriate, allowing agents to connect with customers on a deeper level.

Tailored Solutions

Scripts should not be rigid. Agents should be empowered to adapt the script to individual customer needs, ensuring solutions are tailored to each situation.

Active Listening

Encourage contact centre agents to actively listen to customers, even if they’re following a script, enabling the agents to address specific concerns and emotions effectively.

Contact centre scripting is a powerful tool for ensuring structured, efficient, and compliant interactions between agents and customers. It supports training efforts, promotes consistency, and improves customer experiences. However, it’s essential to balance structure and personalisation, allowing agents to infuse their empathy and personality into conversations. By harnessing the benefits of scripting while embracing flexibility, businesses can elevate their operations and deliver exceptional customer experiences.

Contact Solutions from Whistl offers personalised and human customer experiences across every channel. Whistl offers complete visibility of every communication, powered by our partnership with MaxContact.

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Omnichannel contact centre software

Omnichannel communications allow customers to interact with your organisation using any one of a number of channels, from voice and email to instant messaging and live chat. Customers increasingly expect to be offered omnichannel options, making it a key ingredient in customer satisfaction scores. In addition, omnichannel platforms help agents deliver a coherent, joined-up service.

What is omnichannel contact centre software?

Customers want to be able to contact your organisation via the communications channel of their choice. They want to be able to call, text, email or instant message, depending on what else they might be doing at the time, the purpose of the interaction, and their own communications preference. Increasingly, consumers are happy to interact with chatbots. In fact, offering a live chat or chatbot option is one of the best ways to improve customer satisfaction.  

Omnichannel contact centre software is simply the technology that allows all this to happen. But it can do so much more than simply offer different ways to get in touch. An integrated system can tie all those communications channels together, so that a conversation that starts with a telephone call can be continued via text message, for example. It also brings all those messages and calls together, so you have a complete record of every interaction a customer has with your business. That can be invaluable in tailoring services to individuals and creating meaningful, personalised conversations.

How does omnichannel work?

Omnichannel is a customer-centric approach to communications. It gives customers a consistent experience, whether they’re calling, video calling, emailing, texting or messaging. If you operate physical centres that are open to the public, omnichannel should be extended to customers’ interactions in person, too.  

The basic philosophy behind omnichannel is that customers get a cohesive and integrated experience. They can text your contact centre one day and call the next, and both conversations will be available to the agent so the customer doesn’t have to repeat information already given. Agents can even scan a conversation the same customer had with your live chat service two years ago, if that’s relevant to the current issue.

That’s how omnichannel works for customers and agents. From a software perspective, an omnichannel solution offers and oversees a network of communication technologies, essentially treating them as one channel. Messages and information from each are gathered together and can be analysed for valuable customer insight.

How does omnichannel impact customer experience?

Not everyone wants to speak on the phone, or is in a position to do so (they might be at work, for example). On the other hand, some people – especially some older people – are not comfortable with digital communications. The core impact of an omnichannel solution on user experience is giving customers choice. When they need to call, they can call. When they have a simple query, they might be happy interacting with a chatbot. If they want a quick update on an ongoing issue, they may prefer to send a text message. You can also outreach to customers using all these different methods, depending on individual preferences.  

Offering customers the options they want is the main impact of omnichannel software, but it isn’t the only one. Agents can use omnichannel to tailor their service to customers. For example, an agent might take a call from a customer that requires input from another area of the business. Instead of having the customer wait on hold until the relevant department supplies the information, the agent can text or email the answer when it arrives, letting a customer get on with their day in the meantime.

Finally, the omnichannel customer experience is a joined-up one. Agents have all previous customer interactions at their fingertips, whether they involved calls, emails, texts, instant messages or live chat. That gives them an immediate idea of the customer’s challenges and priorities, and allows them to manage the conversation accordingly.  

With one platform for customer engagement, you get one view of every customer interaction with your business. Your teams can review customers and contacts, and delve into historical interactions to get a better understanding of their needs.

Omnichannel versus multichannel

We’ve talked about omnichannel, but you may also have heard the term “multichannel”, and the two are often used interchangeably. But they are not the same. There are fundamental differences between an omnichannel platform and a multichannel solution which you need to take into account.

Let’s start with the similarities. A multichannel contact centre uses more than one method of communication, like voice, text and email. That gives customers a choice of channels, which they can switch between depending on their preference and needs.

So far, so similar. But while multichannel offers choice, it’s based on separate services that don’t work together. To that extent multichannel is an opportunity missed. It can’t offer all the advantages of convergence that are present in omnichannel contact centre software. An omnichannel contact centre is one which has full visibility of a customer journey, regardless of which channels are used. A multichannel contact centre simply offers different ways to communicate.

Multichannel solutions can actually add complexity to contact centre management. An omnichannel solution is one platform. Multichannel solutions often use separate services for voice, email, chat, messaging and so on. That creates an extra management and maintenance burden, and potentially leads to extra cost.  

Omnichannel software integrations

Good omnichannel contact centre software is more than the sum of its parts. It adds significantly to joined-up, customer-centric thinking across your organisation.

It achieves this through integrations. You can integrate a good omnichannel solution with your CRM, payment provider or industry-specific software for a joined-up organisational view of your customers, and how they’re interacting with your teams. To put it simply, data from your CRM system (for example) feeds into your omnichannel platform, and data from your omnichannel platform flows into your CRM solution. That gives everyone in the organisation a rounded view of customer engagement and, with it, real insight into customer pain points, priorities and opportunities.

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Omnichannel features

Here’s a brief rundown of some of the features contact centres should expect in a modern omnichannel platform:

• Inbound and outbound voice
  Your omnichannel solution should come with an intelligent auto dialler, making it easy to dial contacts at the most opportune times. Meanwhile, Answer Machine Detection (AMD) reduces the time lost to voicemails, no answers or busy tones, giving your teams more time to have real conversations.  
  
  On the inbound side, IVR routing gets callers to where they need to be quickly and seamlessly, whether that’s to an agent, a recorded information message or a secure auto-payment system. IVR also gives customers 24/7 access to a range of automated services.

• Email
  Email is still an important communications channel, and you can make email easier with auto responses and smart email routing. Modern email systems should let you view and save email interactions against customer records, set up queues to direct emails to specific individuals and teams, and help you understand how your teams are doing against your SLA.    

• SMS
  In omnichannel solutions, SMS is often used to send customer reminders – whether that’s to pay a bill or submit a meter reading. A good solution lets you tailor SMS to your needs. Set up automated marketing messages in response to inbound enquiries or remind customers to pay an outstanding balance.

• Webchat
  A good web chat function lets agents handle multiple customer conversations simultaneously. You can choose when live web chat is available to better support your team members, pre-configure messages for speed and consistency, and ask prechat questions to get the information you need to have better conversations.

• Insights and reporting
  Omnichannel platforms throw up lots of useful customer data. You should be able to harness that valuable information in reports and easy-to-create custom dashboards that let you define targets and visualise key data. Collect and view information in real time, whether that’s team performance or customer satisfaction, and really stay on top of your SLAs.

Omnichannel best practice

Is there a downside to omnichannel contact centre solutions? Only if you don’t follow best practice.

Most importantly, you have to commit to offering customers an omnichannel experience, rather than paying lip service to the concept. That means that if you offer an instant messaging channel, you need to have agents available to monitor it and respond to messages in a timely manner. The same goes for SMS, email and live chat (when a human agent is involved).  

That’s really important, because there’s little that is more likely to annoy customers than “instant” messages that take two hours to answer or emails that sit in the back of a response queue for weeks on end.  

The good news is that offering omnichannel options is likely to give your agents more time for digital communications, by reducing the number of incoming calls to your contact centre. It’s also the case that agents can usually continue two or three live chat or messaging conversations at the same time, as opposed to a single voice call.  

The benefits of omnichannel software

In conclusion, good omnichannel software, properly implemented and resourced, can have huge benefits for contact centre operations and customer satisfaction levels.  

• Customers want omnichannel. They want the option to email your support teams, send a quick text message (SMS), or use online chat. They also want to self-serve where possible. Providing these alternatives is one of the best ways to improve customer satisfaction.

• Agents want omnichannel. It helps them improve customer service by allowing instant access to all correspondence between a client and your company. A good omnichannel solution will centralise all those disparate interactions, giving a complete view of customer engagement. Omnichannel also helps ease pressure in contact centres by reducing call volumes.

MaxContact’s omnichannel solution is flexible, scalable and designed to meet the needs for many businesses. It offers SMS, email, Whatsapp, Messenger and web chat, alongside outbound and inbound voice. It delivers reporting that provides real business insight, and offers a range of features that help contact centres stay compliant at all times.  

If you’re looking for a powerful omnichannel engagement platform to increase productivity,

grow revenue and help ensure compliance, we’re here to help. Simply book a free, no obligation demonstration and we’ll show you what MaxContact can do for you.

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This blog features a recap from the MaxContact podcast Talk Time which hosts key thought leaders to discuss emerging trends, industry insights, and innovative technologies that help contact centres optimise their customer experience.

Employee engagement is more than just keeping staff members happy. According to Danny Wareham, the founder of Firgun and a seasoned veteran in the corporate world, aligning culture with organisational strategy is crucial for fostering a productive and purpose-driven work environment.

On our recent episode of Talk Time with MaxContact, he also dives into the importance of finding an organisation’s WHY, the nudge theory, and cognitive diversity in the workplace.

The Essence of Culture and Strategy

“Culture is almost like the wind on your sails or the current in the water that helps blow your organisation toward its strategic goals. So culture and strategy are intrinsically linked.”

Danny’s perspective illustrates the integral relationship between organisational culture and its long-term goals.

Strategy dictates direction, but culture propels an organisation toward those objectives. It’s not just about how you do things around here but about how you achieve your aims.

Beyond Fun Activities: The Strategic Side of Employee Engagement

It’s a common misconception that employee engagement translates to simply organising enjoyable activities.

However, Danny cautions against this superficial interpretation.

“My view of employee engagement is that the purpose is not to create a great place to work. It’s to create a place of work where great work is done.”

Starting with WHY

The bedrock of any successful strategy is understanding the WHY behind it.

“Nobody goes to work wanting to do a bad job,” says Danny. Without a clear organisational purpose, employees can drift aimlessly, resulting in misaligned priorities and objectives.

Clear communication of the WHY ensures that everyone understands and works towards the same vision, from leadership to entry-level.

Leading by Example: The Nudge Theory

Have you ever heard of the nudge theory? Well, Danny introduces us to it, suggesting that small, subtle changes in the environment can encourage positive behaviours.

Leadership is where this begins. As leaders establish and model these behaviours, they create nudges that guide the entire organisation in the desired direction.

It’s about creating an environment where the preferred behaviour is the path of least resistance.

Diversity and Inclusivity: The True Essence of Organisational Culture

A powerful takeaway from Danny is the importance of cognitive diversity in the workplace.

He states, “I feel that organisations, even if they don’t feel that they need change, benefit from having different people and different cognition in their organisation and the environment that allows people to contribute those different cognitions. And that’s the essence of inclusivity. So inclusivity results in diversity.”

The corporate world is constantly changing. So adaptability and innovation are as vital as ever, as well as the balance between organisational culture and strategy.

As Danny puts it, “Culture is a tool that helps you achieve your strategic aims. So in that sense, the tool either works, and it matches what you’re trying to do, or it doesn’t, it mismatches what you’re trying to do.”

True employee engagement is not about providing superficial bonuses or having a laid-back office culture. It’s about ensuring every individual understands the company’s WHY, feels included in the vision, and is empowered to drive towards those strategic goals.

Listen to this episode of Talk Time with MaxContact to learn more from Danny on how to align culture and organisational strategy to enhance employee engagement.