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Video: 2 tips for successful contact reduction projects
Watch the video (LinkedIn)
Video: getting the Contact Center on board in contact reduction project
Watch the video (LinkedIn)
Contact reduction and BHAG
Contact Reduction projects require buy-in for investigation and action. There should be buy-in at the kick-off meeting, but also when: The KPIs of 1 department…
Shifting to a digital channel isn’t contact reduction
Contact channels often shift from e-mail and phone to chats, messaging, and social media. “We received 25,000 fewer inbound calls thanks to the launch of…

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