Multi-channel customer experience management

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  • Four features of contact center evolution

    Contact center evolution is explored through four key features, identifying how contact centers have changed through the past, present and future. Continue Reading

  • customer health score

    Customer health scores can be descriptive or predictive. Descriptive scores focus more on the current state of customer health, whereas predictive scores use current data triggers to predict a customer's future propensity to drop off or renew. Continue Reading

  • phygital

    Companies are seeking to combine physical and digital (phygital) communication channels and provide customers with a seamless experience. Continue Reading

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