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Aligning People and Technology to Create an Effective Voice Self-Service Channel

VoltDelta


Abstract:

It takes more than a vision to create an effective interactive voice response self-service solution in a contact center. There are many factors that contribute to the goal of achieving high self service completion rates along with improved customer satisfaction with this communication channel.

This case study explores two organizations that needed customer self-servicing solutions that would decrease contact center agent call volume. By implementing VoltDelta these organizations were able to improve their self-servicing rates, customer satisfaction, and provide agents with more time to deal with complex issues.

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