” What technology companies tell you vs. the realities of operations is vastly different. As a former manager of a financial services contact centre, I really found it challenging to manage an environment with so many variables outside of my direct control – especially without proper metrics and data. Human behaviour also has such a direct impact on the cost of sale, cost of collections and customer experience.
It dawned on me that there are many companies with good technical solutions and skills but none with the operational, commercial and technical acumen that can truly apply, amend, and adapt a technical solution to provide real business returns. “
– Wynand Smit, CEO and founding partner of INOVO