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Category: contact center optimization

“Get the Balance Right” – Why Businesses Must Map the Customer Journey before they Roll-out New Channels

Recent research from Contact Babel has uncovered that traditional telephony-based interactions are on the decline. The analyst’s recent “The Inner Circle Guide to Omnichannel” report…

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Putting Customers First in the New Digital World – How Firstline Workers Can Help Make it Happen

The move to digital is an urgent priority for business leaders as they strive to drive operational efficiencies and competitive edge. But for those working…

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