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Contact centres don’t have problems – sadly this is not always the case

Firstly, I would like to make a comment on companies using the word “challenge” instead of using “problem”. We face challenges - I agree, it sounds easy on the ear, however, I see a challenge in terms of making progress in a longer process. However, once we hit an obstacle in that process, problems that need solving appear. Let’s begin by looking at some problems that the contact centres have been tackling.

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