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Frictionless services will become the watchword in the new normal
Frictionless is a word that has started appearing more and more. It is one of those strange words that the technology world takes as its own. Read more…
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Contact centres missing the point
Have you ever wondered why calls to contact centres often leave you perplexed, dejected, annoyed, dissatisfied or even angry? If, like me, a failure to have a call answered in less than ten rings, getting Read more…