Self-service might be the new kid on the block. But it’s not taking the pressure off the contact centre. We feel your pain.
In a recent study, 77.9% of respondents claimed they couldn’t resolve their issue through self-service systems. 60% will call you after trying self-service once or twice. And 98.5% will call if their situation is serious or time sensitive.1
So your agents are talking as much—or more—than ever. And when they do, they’re dealing with harder problems.
It all means that your contact centre isn’t behind the scenes of your brand. It’s on the frontline. It defines how your customers see your company. And what they say about you on social media.
Are you ready? Watch our webinar to find out!