Overview
Digital channels such as live chat, mobile apps,
and self-service are becoming much more
widely used by customers. The positive side of
this is that digital channels are less expensive
for contact centers to support. But when
contact centers try too hard to force traffic
into digital channels, the down side can be
poor customer experience, which can result in
customer dissatisfaction and churn.
Read the following tips that should be
considered when trying to support digital
channels for cost savings while also improving
customers’ experiences
