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Are You Headed Toward a Perfect Storm?

Empowered customers with increasing demands, expanding access channels and diverse preferences for communication are all converging upon contact centers that are unprepared to meet the demands of a new era. The good news is that companies are investing in upgrading technology and infrastructure. The bad news is corporate leaders are not addressing the growing gap between emerging technologies and the contact center’s capacity to meet the challenges in supporting complex new communication channels.

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