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Impact of Digital Channels on Contact Center Forecasting and Scheduling

Contact centers that adopted new channels during the pandemic now need to properly incorporate them into the fabric of their servicing infrastructure, including their automatic call distributor (ACD) and customer relationship management (CRM) solutions. This is to say that it’s not enough to use the new channels to provide support; companies must fully integrate them within their organization in order to deliver an outstanding customer experience and journey.

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