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According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. Customer experience continues down a path of rapidly advancing technology with trends pointing to a virtual experience. VirtualCallCenters.
Earlier this month, I discussed the growing trend towards home-based callcenteragents. But the role of tech in the callcenter industry stretches well beyond enabling virtualagents. There was a recent post over at CallCentreHelper.com on 25 Ways Technology Can Increase Agent Productivity.
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