This white paper provides advice on how telecoms can improve productivity throughout the contact centre, utilise messaging to offer adequate customer experience, and embrace the omni-digital era. 
Using this information will help you to create an experience for your customers that is innovative for your business. 
We aim to answer the following questions: 
• What are the benefits of productivity improvement? 
• Which channels are customers using and how? 
• What challenges are telecoms encountering? 
• How to increase customer satisfaction and customer loyalty?

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