Increasing demand on contact centres and rising cost-to-serve are impacting decisions that companies are making, with a knock-on impact on customer satisfaction. Experience of the recent pandemic has changed us as customers forever; the inability to meet in person drove us online for all forms of interaction. From medical support, rescheduling holidays, to obtaining emergency loans, contact centres have been at the centre of it all. In a time that heavily influenced consumer loyalty, slow responses, high attrition rates, call volumes and delays meant organisations faced a huge loss in brand confidence.
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