Monday, October 18, 2021

Bringing call centres to the multimedia age

Though call centre technology has advanced over the years, only recently has it been that communication integration is capable of responding in a coherent fashion to customer queries across a variety of devices. In the days of yore, text chat was nonexistent, voice mail was responded to with some latency, and e-mail often went to Web masters instead of the help desk.

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Jim Love, Chief Content Officer, IT World Canada

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