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Maintaining the human touch in customer service. What your customers want in a world full of contact channels.

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We surveyed a representative sample of 1,000 UK adults, asking for their experiences in communicating with everyday service providers. This report looks at the findings from this research. Just how do digital channels change customer expectations and what is needed to satisfy today's on demand customer? As contact centre technology continues to rapidly evolve, what role is left for the human touch?

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