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
Using this information will help you to create an
experience for your customers that is innovative for
We aim to answer the following questions:
• What are the benefits of productivity
• Which channels are customers using and how?
• What challenges are telecoms encountering?
• How to increase customer satisfaction and
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