What does 'Shift to Deflect' refer to in a contact center context?

'Shift to Deflect' in a contact center context refers specifically to redirecting inquiries to self-service options. This approach is aimed at minimizing the volume of incoming contacts that require a live agent's assistance by guiding customers towards solutions that they can access on their own. Self-service options can include FAQs, chatbots, knowledge bases, or other digital resources designed to solve customer issues without the need for direct interaction with agents.

Implementing this strategy allows contact centers to enhance efficiency, reduce wait times for customers, and lower operational costs. It empowers customers by providing them with the tools and information they need to resolve issues independently, which often leads to a more satisfying customer experience. In an environment where customer inquiries can be numerous and varied, facilitating self-service options is a practical strategy for managing resources while still effectively addressing customer needs.