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How Effectively Is Your Contact Centre Recognising And Handling ‘Moments Of Truth’ In Customer Interactions?
In a recent article of ours, we wrote about the Customer Interaction Cube, which provides a structure setting out no fewer than eight different types of customer interaction, based on factors including the emotional importance, urgency, and complexity of the customer’s query.  Even the structure outlined by this 2x2x2 cube, however, can only ever represent a relative simplification...
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