0:00-21:26
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Bob and Amas break down exactly what the Contact Center is and is not:
- The term Call Center should be retired
- Implications of Remote Agents
Quotes:
"If you are still calling it a call center, I am judging you"
"If the Telephone is your only channel, you are doing it wrong"
"We are the contact center, the engagement center, the data center - and yes - the call center! We should have a strong impact on the company - no matter which channel the customer uses!"
And so much more!
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