Research consistently shows that the best way for companies to distinguish themselves in today’s always-on, global marketplace is to deliver an exceptional customer experience. That requires personalized interactions that help companies quickly respond to customers and prospects on any device and through any channel—whether it’s on the phone, the web, a mobile app, social media or even in person. Applying analytics to enable proactive contacts, supporting a dispersed workforce that includes agents who work from home or remote locations, and staffing to support increases in customer demand are also critical for success.

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