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With the multichannel revolution taking place across the contact centre industry, this guide covers channel trends and mix by industry sector, service applications and end user drivers for adopting self service.

Created by CONTACTBABEL the contact centre industry expert this 95 page comprehensive guide to self-service is an essential read for anyone involved in customer service in the age of multichannel self-service.

Trends and data on the multichannel revolution by industry sector and application
Detailed analysis of end-user drivers for self-service adoption
Tips and insights on how to respond to the multichannel challenge

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