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The Many Problems of Case Deflection

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Why avoiding customers in order to save money is an unsustainable deflection strategy (page 3)
The human side of customer support is still needed. Our studies show that 40% of Generation Z abandon a brand if they couldn’t resolve the issue on their own, while 52% of Baby Boomers would do it if they couldn’t speak to a person (Page 5)
Agents receive feedback from customers daily. This is a ripe opportunity to introduce customers to new features, additional products that can improve the customer experience, and collect product feedback (Page 6)
Your contact center is the digital front door of your business. Empowering your support team can improve the customer satisfaction and lead to potential revenue growth (Page 7)
How AI-powered search enables contact center agents to measure across channels, evaluate for intent and determine key engagement metrics. (page 9)