As a contact center leader, the last thing you want to hear is that more than half of consumers would rather help themselves.
But that’s where we are.
We live in a world of convenience, driven by technology.
There are plenty of numbers online showing more than 60% of customers prefer the DIY option. And an oft-cited study from The Harvard Business Review adds insult to injury by noting that 81% of people attempt to resolve an issue on their own before reaching out to a representative.
This puts contact centers in an awkward position.
After all, what is customer support without the support?
What are we supposed to tell the dozens (or hundreds, or THOUSANDS) of human beings who are standing by to help?
If everybody wants to resolve their own issues, what are we supposed to tell the agents?
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