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Communications Service Providers (CSPs) strive to provide the most efficient service, but multiple legacy systems, high attrition, training and retraining costs, and scalability make this a challenging goal to attain.

The current pandemic also means that most agents are working from home, even though many CSPs currently lack the technology to support remote operations and, call center agents may not have the bandwidth or expertise to deliver remotely day-to-day. All of this can impact customer service, create regulatory complications, and result in downstream processes that are incomplete and customer queries that build up or go unanswered.

In the age of COVID-19, where urgency underpins most calls, contact centers must find a way to meet customer expectations, while shortening the time it takes to address several steps in the resolution process.

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