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They use Interactive Voice Response (IVR) in their callcenters where customers can interact with the self-service menu by using speech recognition or dial entry features and get connected to the right operator who can solve all their queries. Today, the entire working system has been changed.
By leveraging the best tools and practices of callcenter management, callcenters can achieve their desired goals effortlessly. Before going into the details of callcenter management, let’s see how a callcenter works, who are callcenterprofessionals and their key skills.
Voice is still the dominant channel in the contact center and will remain so for many years. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff.
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