It s vital to understand where to automate and build efficiencies and where to allow customers to have human intervention when required, says Martie de Beer, contact centre executive at Telviva.
Omnichannel could improve debt collection, customer service it-online.co.za - get the latest breaking news, showbiz & celebrity photos, sport news & rumours, viral videos and top stories from it-online.co.za Daily Mail and Mail on Sunday newspapers.