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The shift from voice to digital interactions - Dimension Data Global Contact Centre Benchmarking Report 2015

Go digital or die: the contact center dimension with Paul Scott of Dimension Data

Paul Scott is Senior Director, Customer Experience Consulting, at Dimension Data. In this interview Paul weighs in on why and how contact centers need to catch up with the digital reality – or die....

Go digital or die – the challenge for contact centers

At the 2015 edition of the Customer Contact Expo in London, several keynotes and workshops stood out. One of them, presented by Dimension Data's Paul Scott (read an interview) had a title that leaves...

Customer-self service: the assisted and contextual reality

Providing good customer self-service possibilities is a must. We have all the possibilities to enable it, customers want it and with smart technologies we dispose of the potential to make it more creative, relevant...