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Ebook 5 Ways to Manage Demand Swings in Your Contact Center

5 Ways to Manage Demand Swings in Your Contact Center

In this eBook, you’ll discover how using digital channels, AI, automation and other technologies can manage interactions with little to no support from a live agent. In addition, implementing these technologies can help you improve your KPIs, from lower AHT and abandoned rates, to higher FCR and CSAT. And when an agent is needed, ensuring they have timely and effective support will lead help them resolve customer issues faster, leading to a better customer experience.

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This eBook shows five ways to maintain customer service levels when unexpected events occur:

  1. Leverage self-service for live call avoidance
  2. Manage high inbound call volumes through call0back and queue management techniques
  3. Use proactive outbound to flatten inbound demand
  4. Improve speed and resolution through AI agent assistance
  5. Offer alternatives to voice by integrating digital channels