Author: Christina Porter

November 22, 2019

Rethinking The Contact Center: From ‘Contact’ to ‘Connection’

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Prior to the 20th century, ‘customer support’ was strikingly different from what we’re used to today. Forget UPS pick-up, returning something or getting it fixed meant having to physically go down to a store yourself—which might have entailed travelling hours or even days—and having a one-to-one conversation with the shopkeeper (who might also have been […]

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