The never-ending quest for customer resolution and satisfaction is an issue that affects every industry. It is more prevalent for industries where there is a high touch-rate for customer interactions….
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In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range of industries turning to online solutions or self-service, technology-assisted interactions…
It is often said, the simple things in life are often the best. The reason that statement has held true for a long period of time is simply because the…
For several years now, the use and importance of non-voice support channels has continued to grow. Channels like chat, social media and SMS/text are accelerating their move to the forefront….
This article was originally published in the October issue of APAC CIO Outlook. For many businesses, setting up a call centre is a big decision. While many know what they want...
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I once listened to a Disney executive presenting at a conference about the importance of customer experience. He told the audience a story about how a little kid had left...
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