Forrester Research

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

Reining in contact centre costs is a balancing act between meeting budget goals and exceeding customer expectations. Many companies bet on lower-cost digital channels to help achieve those goals. But, even with digital, contact centres still process a lot of calls.

Prove the ROI of your digital service channel investments. In Five Methods for Measuring Call Deflection From Experiences That Begin With Digital, Forrester Research found that understanding the customer journey is the starting point for mapping digital-first escalations to the phone channel. In this study, you’ll learn about:

  • Mapping phone numbers to specific digital touchpoints;
  • Bridging the web and calls initiated by a mobile app;
  • Analyzing leakage patterns across channels.

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