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