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When you take into account that in 2020 around 60% of consumers stated that they contacted customer service within a month of their purchase, it’s apparent that the traditional call center isn’t going anywhere. May be either inbound or outbound , or both. In the US alone, there are hundreds of thousands of call center jobs.
While one agent might be great with inboundsales, the other might have technical expertise for resolving complex issues. The Journey From Single Channel to Multi-ChannelSupport . However, it is also true that a whopping 60% of customers prefer other channels.
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