How to Improve Customer Experience by Deflecting Calls to Digital Channels


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The use of digital channels for customer service is becoming more widespread and offers many advantages.

Call deflection is when you offer a customer an alternative digital channel either before or during a call. This makes it easier to manage a high volume of incoming calls and long wait times by deflecting a portion to more efficient digital channels.

Read this guide to discover how this strategy of call deflection improves the agent and customer experience together.

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