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Its a common misconception – those tools may store information, but they fall short in delivering the right answers, actionable processes, and feedback loops for multi-channelsupport for both employees and customer self-service. Whats the Confusion? Lets clear it up.
Eric Berg is a CCNG Academy member with a consultant focus on Contact Center Technology and Work at Home. Understand technology Contact center technology seems to change every day. Eric has been in the contact center industry over 25 years and is founder of ContactCenterPRO Consulting.
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