Strategies for Your Contact Center

Just as important, this cross-channel, content-building strategy ensures that your knowledge base is driven by actual issues about which customers inquire. By making your Web site such a powerful self-service resource, you reduce your phone call and e-mail volume. This allows you to serve more customers without increasing your customer service staff. You’ll also reduce telephone wait time (typically by 10 percent to 30 percent) and e-mail response times (typically by 50 percent to 70 percent).