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Champion among automation — InteractiveVoiceResponse or IVR. This system allows companies to interact with customers prior to getting a live agent on the phone. Additionally, once a customer is on the line the agent will have nearly all of the information they need to resolve the issue.
It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-homeagents. This year’s Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector.
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