Contact centres

Essential reading

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The contact centre is being revolutionised, thanks to the rise in new channels, customer expectations and cloud computing. Today, contact...
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While we WhatsApp, WeChat and Snapchat away to each other, chat is also gradually gaining traction as a contact centre channel. With many...
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What’s in an apology? Back in 2013, news surfaced that an extremely popular brand of Yoga leggings was – during workout regimes – revealing...
Genesys recently launched a research project to uncover just how stressful modern customer service is. This research report examines how...