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The Importance of Customer Experience

As we tend toward a world wherein customer expectations are shifting, new contact channels are emerging and the role of technology is increasing, the customer has more information and therefore power than ever before. Companies are thus expected to meet these increasing expectations in a time of shrinking budgets and resources which tends to result

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Contact Centres: The Changing Environment

“A revolution is underway in the contact centre industry, enabled by mobility and the proliferation of smart devices and fuelled by the phenomenon of social media.” Over the past 15 years we have seen the evolution of call centres to contact centres where, in comparison to historical data, organisations now facilitate interactions with their customers

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