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How can I help you? (01 Jul 2004)
But in the wake of thousands of jobs going overseas, the call centre industry is in the process of morphing into a "contact centre" industry. With what insiders call the multimedia contact centre, it plans to offer more ways of reaching customers, and to reduce costs by making call centre agents more productive. However, it is held back by legacy systems that make it difficult to move forward quickly.

The promise is of fewer contact centre agents dealing with more enquiries because callers are able to use email and instant messaging to get help, as well as talking on the phone. It is also a recognition of the fact that call centres have to become information hubs, providing information however the customer wants it.
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