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n any conversation or article as it relates to the new dynamic between customer and company, the conversation invariably addresses the fact that customers are the drivers in what was formerly a relationship where the company dictated how, when and where interactions took place i.e. the customer experience. And this is 100% true, but it’s not the entirety of the story because it leaves out the other important party, the agent.
Contact center software providers and the companies that....
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