How Self Service Adoption Will Cure Your Flooded Contact Center

Many call centers, especially small and medium-sized ones, feature an increasingly repeating problem. The so-called “flooding” phenomenon… In other words, call center employees are often forced to handle a huge volume of calls and emails. This leads to poor handling quality, as well as unhappy customers who are distressed by the lack of a quick response. There

4 Ways you can Encourage Self Service Adoption for your Customers

  Customers need help! They can’t help it, they just do!  And customer service representatives have to help them!  Why? Because they are paying for a service and product the company provides. So how does one avoid the pain of customers asking ‘How to’ questions, and having them get the help they need to get