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Many businesses have been playing catch-up, trying to fit all these new communications channels into their contactcenters and support plans, while maintaining or improving their servicelevel. You get to decide how to evolve your contactcenter to meet your customers’ needs, not your software company.
RELATED RESOURCE WhitePaper | How to customize Your Caller ID Omnichannel Support Offering support across multiple channels (phone, email, chat, social media) ensures a seamless and consistent customer experience, allowing customers to interact with the call center through preferred channels.
A longer hold time will impact your contactcenter’s servicelevel, probably your over NPS or CSat scores. Non-customer-centric contactcentersoftware will impact your agents’ efficacy. NEW REPORT: Call Center Trends 2020: A New Age for the ContactCenter.
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