Paul Scott is an advisor and director at Digital Village, General Manager at Evergreen Digital and co-author of the book Beyond Agile - How to run smarter, faster and less wasteful projects. But it is his experience creating the Middle East's leading outsourced call centre operation and building a customer services organisation for over 200 million customers in India which informs his thoughts on developing and managing an organisation’s customer experience. He believes many marketers are overlooking one of the richest sources of customer data, their call centre. 

https://www.trinityp3.com/2021/09/call-centres-for-customer-experience-insights/