Working in real time.
The rise of e-commerce has spawned a widely-held expectation of the demise of the call-centre, but automated responses will never satisfy the customers' need to speak to a 'real' person, says Andrew Newman.
The call centre is dead. Serried rows of shift working tele-marketingoperators will disappear as financial service transactions migrate to the
internet.
Consumers will, in future, buy and alter
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