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Scott Taylor discusses the contact center’s evolving role in customer care.
Companies face mounting pressure to meet business
needs in the most efficient way – without sacrificing
the hard-earned service levels that provide market
differentiation. To address this challenge, companies are
continuing – and often expanding – their investments
in automation to improve operational efficiencies
throughout the enterprise. This trend includes
investments in self-service solutions for optimizing the
efficiency of the No. 1 customer service channel – the
contact center.
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