I entered the contact center market five years ago, working on self-service interaction and the potential for personalized, customized experiences made possible by smartphones. At the time, the industry was planning for a multi-channel world. The domination of the “archaic” voice channel was starting to give way to native apps, social channels and SMS as the tides that would lift all customer service ships. It was very easy for businesses to get caught up in the hype of what was on the horizon and become paralyzed, wondering what changes they needed to make to their business to become part of this modern customer service world.
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