August 20, 2013

Contact Center Tools and Trends: Shaping the Customer Experience


It's not a coincidence that call centers and modern advertising simultaneously emerged about 50 years ago. In an overcrowded marketplace, both help businesses distinguish themselves and win new customers. This paper looks at how customer service has evolved from early phone-in centers to tomorrow's customer experience management hubs. The analysis details contemporary "tools of the trade" and projects six key contact center trends that can help you set priorities, improve service and lower costs.

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