Stephen Yap
Research Director, CCMA
QUESTIONNAIRE:
Life motto?
Say what you mean, and mean what you say.
Greatest professional achievement?
Being able to choose work I enjoy and do it with people I like and respect, where and when I want.
How long have you been “living” with contact centers?
5+ years specifically in contact centres, but prior to that 20+ years in CX
What have you learned the most?
Our industry attracts some of the kindest, most helpful and most responsive people.
How do you prevent stress and burnout?
I‘m lucky to have 100% control over my work, so this isn’t an issue for me. (Although I’m very familiar with stress and burnout from my days working for other people.)
What do you do when you are not working?
I like to drive cars long distances. I drove from the UK to Czechia and across Czechia north to south en route to Austria and back, in the summer of 2023.
How will customer contact and the contact centre develop in the short, medium and long term?
Automation, self-serve, improved management information and analytics have become well established. And of course, AI promises to deliver an even bigger step change.
How might things further advance in the future? Join us as ECCA Research Director, Stephen Yap, shares predictions from industry leaders on topics such as:
