Organisations that fail to embrace digital customer engagement channels, including web chat, social media, SMA, smartphones, mobile applications and video, in their engagement strategies within the next two years, are likely to see their customers switch allegiance to competitors who do so.
This is the stark warning contained in the Dimension Data annual Global Contact Centre Benchmarking Report 2015.
Let there be no doubt, the digital customer engagement revolution is here, and it is forcing organisations...
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