10 Apr The Game Is Changing – Time For New Rules

Nicholas Ashford of MessageBase reports for Customer Experience Magazine on how rapid changes in consumer behaviour have demanded a total rethink of customer experience within contact centres. These fundamental shifts have been caused by two key changes – the greater propensity to use digital channels and an increased tendency to move between any channel. Nicholas explains why contact centres must now adopt an omni-channel approach.

Read more at http://www.customerexperiencemagazine.co.uk/new-digital-section/featured…

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