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Overview:

The world is changing rapidly for traditional contact centres. A new operating model is emerging to help directors and CEOs manage growing complexity and changing pressures on customer communications. Understanding the changing environment for communications is the first step to being ready to implement next generation contact centres. This paper highlights the pressure points for traditional contact centres. It offers six futures-based objectives for organisations which want to move with the times. In just over 20 years, call centres have become critical to the everyday operations of organisations large and small, public and private.

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Format:PDFSize:133 KB
Date:Oct 2007
Pages:10

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