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No one channel is dominant enough to make the other channels irrelevant. This has profound implications for the world of customer service as companies are increasingly focused on providing omni-channelsupport. Learn about the battle for the future of customer service. Twitter: @howethomas.
In such time, the words of noted American business executive, chemical engineer, and writer Jack Welch ring true even after so many years. When callers can reach the customercare representatives via their preferred channel, it leads to a cohesive and seamless customer experience.
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