2014In this short series of articles we will be looking at 4 customer contact trends that we expect to see taking centre stage during 2014.

We’ll be going into more detail and pointing you to supporting materials and tools over the coming days but in summary we expect to see:

  • The continued transition from ‘blind’ Predictive Dialler campaigns to Precision Dialling
  • Enhancing customer service and delivering agent efficiency with desktop optimisation
  • Social media service strategies
  • Balancing customer choice, customer service and cost