Automation in business means that business and consumer don't need to interact with the each other directly. Meaning the consumer is only interacting through the businesses automated system. Effectively eliminating the need for sales to interact with the consumer and the consumer interacting sales p...

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Customers today are educated, informed and know their rights, having high expectations for customer service and care. With this in mind, outsourcing and lack of training with call centres have an effect on customer retention. Listening to the voice of the customer (VOC) is important for business ope...

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