There’s no death knell for CSRs yet, says Doug Taylor. Forecasters have been sounding the death knell of contact centers for decades. In the 90s, technology enthusiasts predicted that contact…
Category: digitization
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Digitization brings changes to CSR training
Ever-growing numbers of contact centers are embracing digital channels to provide customers with access to information as well as the ability to self-serve. The majority of customers favor a self-service solution,…
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User-centric approach to digitization is a winning strategy
This article was originally published in Federal News Radio. By Doug Taylor, Senior Director, HighPoint Global Federal agencies are increasingly looking to digitization to better serve today’s citizens. Some agencies…