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Contact centre evolution

The changing face of customer contact

Published June 2014

Customer Contact Centres have always played an important role in ensuring customer satisfaction. They are the primary point of interaction between businesses and their customers; the point at which often complex or emotive enquiries are handled. As such, they play a vital role in ensuring an excellent customer experience.

As telecommunications and networking technology has evolved, so has the Contact Centre.From early adoption through expansion to the modern evolution, technology has shaped the way in which we communicate with our customers.