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We are all contact centre agents now

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Here's why that's a good thing…

"In the new contact centre, we're no longer reliant on hunt groups, and can onboard new services and new desks very easily, which has allowed for a much higher level of agility in terms of how we connect and collaborate with our colleagues and partners. We've also got a much higher level of control, so we don't need to go through our IT teams to make changes or updates when we need to, and can constantly refine our call flows."

Stacey Whyte, NHS Digital

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