Customer service has become the most important differentiator between suppliers. These days firms live or die by their reputation, and ensuring that customer queries and complaints are dealt with effectively and in a timely manner is crucial.
This means that the traditional contact centre has to change. A wide range of channels for customer service and support now exist and customers expect to be able to use them. Cloud-based systems can certainly help to roll out new service as well as ensuring consistency, but are they for everyone, and how should you proceed?
This white paper walks you through the steps you need to take in this important strategic decision.
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