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Call Centre or Multichannel Contact Centre? You don’t have to choose…

November 16, 2013

Data Network Solutions

The proliferation of mobile devices, particularly smartphones, is changing the ways customers expect to interact with companies. It’s the age of the customer and people’s perception of great service is changing – expectations are higher than ever. Brand loyalty now has less to do with the product you provide, and more to do with the service you provide.

Mobile devices have become a tool where we can carry out a range of different activities, taking interaction and communication to a whole new level. The reality is that smartphones allow everyone to be connected at all times. Now 24/7 access is not just desired, it’s required. Customers are always on-the-go and this means they expect you to be too. That means allowing them to contact you through their preferred channel and getting a timely and professional reply.

As a result, these new trends are transforming the traditional call centre to create a solution…

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