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This is perhaps a futuristic glimpse of the contact centre of the future. We need to leave the guesswork behind when it comes to delivering on the customer experience.
This paper will consider some of the big questions such as ‘how has COVID-19 affected healthcare settings?’ ‘what are the key learnings to emerge from this health crisis?’
Our research found that online videos, chat forums, friends and family are all preferred mediums for six-in-ten (60.9%) when it comes to seeking help. Getting in touch with a contact centre is a call of last resort.
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