The price you pay for channel switching
When self service fails, customers are forced to switch channels and seek out a service agent. Agents are then put in a difficult position, having to shoulder the burden of dealing with baggage created upstream far before the conversation. All of this means added stress on both the agent and the customer, and an increased cost for the contact center.
Watch this webinar to learn:
- The bottom-line impact on contact centers as customers switch channels
- How the best agents handle more complex channel switching situations
- How leading organizations can learn from channel switching to improve their digital service offerings