Delivering The Orchestrated Customer Experience: Why – And How – We Need to Rethink The Contact Center

25

March 2021

Greg Weber

Customer expectations have changed dramatically in recent years, both in the B2B and the B2C worlds. “The Amazon Effect,” as it’s often called, created a paradigm in which every retailer can deliver goods ordered within 24 hours, businesses are always open, and customer service responds promptly, even at 2:00 AM. While many retail businesses were quick to catch on, other industries have been slower to adapt.
 
To read more, go to the article originally published in VAR Insights.

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