The growth on online channels for customer action is dramatically changing the balance of power between companies and their customers: managing the 'customer experience' is becoming a top priority.
Several major US players in the cloud based contact centre space are expected to enter the Australian market in the next 12-18 months.
Dimension Data's annual global contact centre benchmarking study shows that, worldwide, organisations are struggling to adapt their customer contract practices to match the rapid shift away from the phone call to social media as customers' preferred means of communication.
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