Contact Center Software can Balance Agent-assisted and Self-service Channels
NICE inContact
DECEMBER 3, 2018
Consumers across all regions use agent-assisted channels twice as often as self-service. 49% of all consumers surveyed used phone in their most recent interaction**. 83% of customers that used self-service channels, also, separately, used gent-assisted channels. Usage of Agent-assisted, Self-service Channels.
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