By Andrew Leatherland, UC Product Manager at GCI.
Contact Centres have been in our life now for many years and have, for the most part, grown with the evolution of telephony and web-based technology. Throughout this process, people’s expectations of how they connect with these service centres have changed. Pre-telephone, most people either wrote a letter or turned up to a company assistance desk to solve their problems or enquiries. The phone was a step forward in communication terms, but also perpetuated a level of frustration while you waited in a long queue for your call to be answered.