The pendulum is rapidly shifting from what used to be known as customer service to the more proactive model of customer engagement. Engaged customers share the following traits: Advocate for the brand: They share positive views with friends, family and online communities.
The Intelligent Contact Center meets customers when and where they are, providing connected service on a variety of channels. So, what does this actually look like in practice—and how can you get started to provide intelligent service to your customers?

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