With virtual touchpoints dominating customer experience, the personal customer service via telephone is more important than ever. How can organizations improve the relationship with their customers and create a leaner workforce and a more flexible work environment? James Cadman, VP of Customer Success at Luware, shares his experience of implementing modern contact center solutions at numerous customers. He sees three key trends with great potentials for the transformation and digitalization of the customer service – one of them is the shift to collaborative customer service.
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