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IN THIS EBOOK, YOU’LL FIND OUT: Why contact centre leaders struggle to reduce costs and boost satisfaction Why customer journeys are the key to contact centre optimisation Six ways journeys help you increase satisfaction and reduce costs According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to

As customers embrace digital channels, voice might seem hopelessly old-fashioned. It’s easy to overlook in your planning, but that’s a mistake you can’t afford to make. Voice still matters, and it should still be at the heart of your omnichannel strategy. It’s the channel customers still prefer for complex issues and sensitive situations. And when