Most contact centres are built for efficiency, finely balancing service delivery against ongoing costs.

This eBook shows five ways to maintain customer service levels when unexpected events occur:

  1. Leverage self-service for live call avoidance
  2. Manage high inbound call volumes through call-back and queue management techniques
  3. Use proactive outbound to flatten inbound demand
  4. Improve speed and resolution through AI agent assistance
  5. Offer alternatives to voice by integrating digital channels