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Issues confronting contact centers are a mix of both the old and new

By Deborah Alvord and Robert Mullen, Global Leads, HP Transformation Services – CEM


CRM BPO Ezine Article 3.pngHaving been in the contact center industry for more than 40 years combined and having visited dozens of contact centers in multiple regions, across numerous industries during our careers, we know the challenges can sometimes be both obvious and obscure. The issues today confronting contact centers are a mix of both old and new. The contact center of the future will have to be more dynamic, handle more channels and reach outward towards the customers through social media and data analytics more than ever before.

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