Now more than ever, with customers making contact across a growing range of channels, your contact centre is one of the factors that will determine their overall perception of your service quality. For many customers, it will serve as your 'front door', and so every element must be tailored to provide a seamless, stress-free experience - from the first point of contact to the final resolution, every time.
Now more than ever, communication is the lifeblood of innovation and business growth. From traditional telephony and email to online chat and video calling, and now the next generation of AI-powered chatbots and contact centres, the range of tools we use to communicate and collaborate with customers and colleagues continues to grow. With the modern dispersed workforce and a high standard of omnichannel customer service expected as standard for customers, it's an exciting time for sure, but how do you stack the right UC flavours for your organisation's needs?
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