Before "Live Chat": What Do You Want it to Achieve?

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I’ve been fortunate in my Customer Service career to be involved in some pretty cool innovations in how we serve our customers @ Telefônica. It started off in a Back Office role, where I brought RPA (Robotic Process Automation) into the Business and transformed the way that we serve our customers in the Back Office, decreasing turnaround and improving accuracy, meaning less failure, and therefore fewer negative calls back into the Business. Now that Back Office was in a good place to h...
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