Your contact center has been fielding product questions from consumers and may be staffed with either in-house personnel or outsourced to specialists. Traditionally, CPG brands have viewed their contact centers as a cost of doing business, but a new wave is coming.
The new wave is converting contact centers as a part of customer experience; a process that builds brand loyalty, drives brand differentiation, and allows contact center agents to offer the next best action based on real-time data and insights.
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