What's Driving Change in Customer Services?

The most significant developments to date have been on the organization’s end. Examples in contact centers: The invention of 800 number (toll free) service and ACD routing systems in the late 1960s and early 1970s; the introduction of workforce management capabilities and computer telephony integration in the 1980s; web browsers and Internet-based services in the 1990s; and more recently, the …

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