BlueSky presents Salesforce for SMBs

The contact centre has long been seen as a cost centre – a place where customer issues are handled reactively, measured by call volumes and average handling time. But that model no longer fits the world we operate in today.

We’ve all felt it: a customer experience that falls flat not because the technology was lacking, but because the human on the other end was disengaged, untrained, or unsupported. In the rush to digitise customer journeys, too many organisations forget a simple truth: Customer experience (CX) is only as good as employee experience (EX).