Preparing for Increased Call Complexity in the Contact Center

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Customer Strategy
Customer Service
As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking. Indeed, while volume in every digital channel continues to grow for customer service, contact centers have seen call volumes decrease by 12 percent, according to the 2016 Global Contact Centre Benchmarking Report conducted by Dimension Data. What this also means is that a growing percentage of calls that are reaching the contact center represent more complex queries that customers are seeking human assistance to resolve.

 

 

EXPERT OPINION
EXPERT OPINION