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Contact centre leaders are grappling with a rapidly changing environment where technology is encroaching on a traditionally people-centric function. This guide sets out 7 key actions leaders can take to create harmony between their human talent and digital initiatives for customer service.

Topics covered include: the trend towards recruiting for soft skills rather than product skills; training for greater complexity; using AI to assist agents, not just customers; voice bots and conversational IVR. 

 

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