How often have you felt new customers were better treated than you? Or how many times have you threatened to leave a company delivering a poor service, only to be contacted by customer care promising to fix the issue and offering better prices? These examples illustrate how much energy companies put into new customer and…

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Contact centres play a critical role in an organisations customer engagement strategy. Despite the rapid change in agents physical location over the past year, the cloud has enabled contact centres to continue to meet customers evolving needs. It is reported that 70% of businesses have their entire contact centre technology in the cloud or are planning to…

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