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Ian Aitchison

Ian Aitchison
I am the CEO, Asia Pacific Region for COPC Inc. I help organisations improve their Customer Experience related operations through training, consulting, research and operational certification.

Banking and Customer Loyalty – understanding the relationship with Self Service Technology

COPC Inc.'s research indicates that many customers are still looking to switch banks and as a result there are millions of new business opportunities...

Do you understand the value of resolving a call?

Most contact centers are able to quantify the cost of an inbound call, but how many of them (beyond those centers which are involved...

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