Trends Challenges And Opportunities Shaping Contact Centre Service Delivery In Australia Embracing Digitalisation To Create A Seamless Customer Experience
Trends, challenges and opportunities shaping contact centre service delivery in Australia: embracing digitalisation to create a seamless customer experience
The report examines four major trends in Australian contact centre service delivery, including:
The rise of digital and the emergence of a new type of customer experience
The omni-channel nirvana: creating a consistency of service across channels
The importance of creating the ‘super agent of the future’
The main priorities, trends and tools Australian contact centres are focusing on in the next 12 – 18 months to improve service delivery
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