It is a well-established tendency that contact centers are now handling interactions differently as a result of the emergence of digital channels like webchat, apps, FAQs, etc. These days, self-service channels handle the standard, “simple” exchanges. By avoiding these insignificant exchanges, contact centers have been able to increase output and efficiency. However, if simple interactions are handled through self-service, then calls that get through to agents are getting harder and more sophisticated, and they are probably issues that have never been faced before. Customers also anticipate receiving the solutions or responses in a timely manner. A quick escalation to another channel occurs if this is not accomplished. Actually, according to recent studies, more than half (55%) of these self-service occurrences ultimately result in voice conversations with consumers
