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The Omnichannel Contact Centre – from aspiration to reality

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  • The importance of consistent, personalised customer experience across contact channels
  • The realities of triaging customers during a pandemic
  • Why Social Customer service is more important than ever
  • The barriers customers face to accessing services and how to overcome them
  • How to analyse customer service and social media strategies and know when to make a change
  • The technology behind customer experience success, current trends and innovations which will soon be table stakes in the contact centre environment

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