– Du kan ha fantastiska system och ny teknik men om du inte har med människan så kommer det inte att funka i alla fall, säger Paola Sunnhagen.
Hon har 30 års erfarenhet av kundservice
kontaktcenter Paola Sunnhagen ser hur ny teknik helt har förändrat förutsättningarna för kontaktcentret, men i slutändan handlar det ändå om människan.

Någonting är fel
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Paola Sunnhagen har 30 års erfarenhet av arbete inom kundservice, mestadels från resebranchen och medlemsägda organisationer, och har i dag landat på en konsulttjänst på Redway där hon hjälper organisationer att förbättra sin kundservice.
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
