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For Application Development & Delivery Professionals

Five Methods For Measuring Call Deflection From Experiences That Begin With Digital

How To Prove The ROI Of Your Digital Service Channel Investments

March 5, 2018


Why Read This Report

Application development and delivery (AD&D) professionals supporting contact centers must rein in costs without negatively impacting customer experience. They have heavily bet on lower-cost digital channels to help achieve those goals. But proving that customers have successful digital customer service interactions without falling back to more expensive channels like the phone can be a significant challenge. This report provides AD&D pros with the tools to prove the ROI for those digital investments.

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Table of Contents

  • Even With Digital, We Are Taking A Lot Of Calls
  • Use These Five Approaches To Map Digital-First Escalation
  • Recommendations

  • Mine Call Deflection Data To Drive Both Efficiency And Effectiveness
  • Related Research Documents

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