With the change of buyer behaviour and faster time to market, businesses need to rethink their ways of handling outside interactions. Leads want to get answers within minutes or hours. Not days. It is inaceptable to have to repeat one's problem description several times during a support call.
Contact centers are the modern way for all organisational units to interact with customers, suppliers, job applicants, leads and other parties.
Multiplatform communication reduces the operational cost and the emotional stress put upon service agents as they have to handle growing impatience. The right strategies allow businesses to take their service organisation from the old top down to the multi-peer system.
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