What Customer Service providers should expect in 2016 As we leave one year and enter into another we must look forward and identify developing trends in our field. Contact centres are shaped and moulded by customers, technology, the financial climate, sector changes,...
“Omni-channel” – is this phrase “the next big trend”? Where has this new trend “Omni” come from and why are we being confronted with these new concepts and challenges. We thought multi and Omni meant the same thing. Is there really a difference? Single-channel...
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