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As our lives become more hectic, many of us are turning to e-mail to contact call centres with our out-of-hours queries. Insurers could lose out if they do not get to grips with the electronic postal service, says Steve Payne.
The move towards web-enabled call centres in the financial servicesindustry will see an increased number of customer enquiries handled and
dealt with via e-mail.
According to Datamonitor, 40% of
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