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The Future of Contact Management
The speed of transformation in customer contact management is accelerating. Your customers use more devices and more channels to communicate than ever before.
In this briefing we look at recent developments in contact management and make some predictions about upcoming trends. We also describe the business case for outsourcing some or all of your customer service activities.
- Overview of recent history of contact management
- Contact centre technology
- Managing multiple channels
- What customers want
- Increasing Automation
- The Future of Contact Management
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