2014The contact centre’s purpose has changed from transactional activity to one where your customers can contact you for a wide range of reasons and through a variety of communication channels – you can talk to your clients on the phone, by email, text message, chat, social media … the list goes on.


contact-centres_need_diallerYour customers are demanding choice but your contact centre needs to balance meeting their wishes, satisfying service needs and optimising costs.


 Our paper “Why multichannel contact centres need a dialler” illustrates how to shift expensive text-based channels back to efficient telephone contact.