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Leigh Hopwood - CCMA - CX From The Buyer's Perspective
Manage episode 428318120 series 3561395
Innhold levert av Mark Hillary and Peter Ryan, Mark Hillary, and Peter Ryan. Alt podcastinnhold, inkludert episoder, grafikk og podcastbeskrivelser, lastes opp og leveres direkte av Mark Hillary and Peter Ryan, Mark Hillary, and Peter Ryan eller deres podcastplattformpartner. Hvis du tror at noen bruker det opphavsrettsbeskyttede verket ditt uten din tillatelse, kan du følge prosessen skissert her https://no.player.fm/legal.
Leigh Hopwood is the CEO of CCMA (Call Centre Management Association) and Chair of the European Customer Contact Alliance. She is based in London, UK.
Peter recently attended a CCMA event in Manchester focused on the buy-side - the companies that need to create their own CX team or buy in expertise from a specialist BPO. He called Leigh to talk about the event and to discuess what buyers are really looking for when they are in the market for CX and BPO services...
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