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Call-Center war gestern, heute muss «Text» in der gleichen Qualität wie «Voice» abgedeckt werden, also Multi- oder sogar Omnichanneling. Dabei ist die Erreichbarkeit genau so wichtig wie die Erfolgsquote. 24/7 Services, Leadgenerierung, Kundenberatung, Servicehotline sind entscheidende Touchpoints.
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