How to address digital engagement and offer seamless continuity for digital and voice channels.
Despite your investment in digital channels, studies show that approximately 82% of interactions still end up in your contact center. Interactions that started in self-service (i.e. The digital channel) and end up with assisted service typically offer no continuity or context.
This paper discusses how to address both the need to provide digital engagement and to blend the digital and voice channels for seamless continuity.
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