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

Application development and delivery (AD&D) professionals supporting contact centers must rein in costs without negatively impacting customer experience.

They have heavily bet on lower-cost digital channels to help achieve those goals. But proving that customers have successful digital customer service interactions without falling back to more expensive channels like the phone can be a significant challenge.

This report provides AD&D pros with the tools to prove the ROI for those digital investments.

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