The Innovator’s Guide to the Digital-first Contact Centre

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Contact Centre adoption and support for first generation digital channels such as Email and Web Chat, including video chat and co-browsing is growing rapidly.

However, customers today are rapidly moving beyond first-generation channels to next generation digital channels (social platforms such as Facebook, LinkedIn, Twitter etc). These are well on their way to become mainstream Contact Centre channels.

How can and should Contact Centres adapt?

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