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Majority of Contact Centres not able to Recognise Customers across All Channels


The majority of contact centres aren’t yet able to recognise customers across all communication channels.

Poll – “Are you able to recognise customers and understand their business context across all communication channels in your contact centre?” – answers

Yes – 47%
Partially – 39%
No – 14%

Source: Call Centre Helper Survey – How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition)     Sample size – 350+      Date: March 2016

Published On: 22nd Jul 2016 - Last modified: 22nd Mar 2017
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