5.Where do you think the biggest gains are to be had in the contact centre industry, is it in the people, the technology or is it in improving the processes?
About Dave Thomson: Dave Thomson is the Marketing Manager for Cisco Systems in the UK & Ireland.
About Cisco: Cisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. These solutions let you uniquely personalize communication with individual customers through a variety of media including voice, Web, e-mail, and video.
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