eBook: How Digital Has Changed the Customer Journey


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This era of instant, anywhere, anyplace interactions can make or break the customer relationship, and contact centres play an increasingly crucial role – a missed interaction can mean the loss of a customer because competitor information is also instant, anywhere, anyplace.

In this ebook, we’ll address why digital changes everything, dive into the unique nature of digital channels and the controls needed, and detail how WFM must evolve as a result.
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