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Video

Video: Dr. Dirk Vater and Dr. Nikola Glusac: The transformation from call center to contact center

Cost pressure, digitalization and changes in customer behaviour are compelling banks to completely rethink their customer support and service.

  • April 20, 2016

Video

Video: Dr. Dirk Vater and Dr. Nikola Glusac: The transformation from call center to contact center


Cost pressure, digitalization and changes in customer behaviour are compelling banks to completely rethink their customer support and service. Call centers, long since cast aside, are therefore gaining strategic importance. Dr. Dirk Vater and Dr. Nikola Glusac discuss in a video the trends and results of the Bain study “The transformation from call center to contact center” and present eight components to enable call centers to evolve into fully networked contact centers.

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