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In today's customer service world, the phone-based agent is becoming redundant. I have asked many South African tier one and two companies' CFOs whether they would approve the business case for building their existing contact centres today. In 87%... Read More
( Anonymous (not verified) ) | 1,061 Views | 0 Replies
The contact centre industry is changing at a faster rate as the result of technologies like cloud computing, and also concerns over customer support costs. The rise of the always-on consumer, who expects constant uninterrupted access to brands... Read More
( Anonymous (not verified) ) | 1,046 Views | 0 Replies
Three years ago, Forrester started addressing the question of whether "mobile" is a channel or a device. Today, having gone through rapid mobile innovation, this question remains pertinent, especially in the contact centre industry. In an article... Read More
( Anonymous (not verified) ) | 1,035 Views | 0 Replies