Month: December 2023

The Role of Contact Centres in the Digital Era

We’ve all been there. Waiting in a queue to get through to an agent while repeatedly being told your call is important. Sound familiar?
Contact Centre as a Service (CCaaS) and digital tools such as chatbots and AI have revolutionised customer engagement for those businesses. However, the companies that make it work still emphasise the importance of a customer-centric approach – improved customer experience will gradually nurture loyal customer bases and achieve growth targets.
Still on hold? While you wait, read our blog about the redefined role of contact centres in the digital era.

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