The Ultimate Guide to Elastic Customer Service

Contact centers are an integral part of the customer service strategy, but they’re not set up for success. Today, customers still wait on hold and companies can’t accurately predict the number of agents needed to handle fluctuating customer demand or unanticipated spikes.
While self-service and digital channels have emerged to offer more efficient alternatives to traditional channels, voice is still the primary method that customers use to have their issues resolved. With 55% of consumers preferring to speak to customer service on the phone and increasing adoption of voice assistants, companies can’t afford to neglect voice as a strategic channel.
Instead of leaving customers on hold, hiring and training for seasonal fluctuations, and overstaffing, contact centers can overcome these challenges by creating elasticity in their customer service model. With elastic customer service, gone are the days of worrying whether you’ll have enough agents to service today’s call volume. Your contact center capacity will always match customer demand.

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