What does troubleshooting an account question typically represent in contact centers?

In contact centers, troubleshooting an account question generally signifies a Low-Touch engagement. This type of engagement refers to interactions that require minimal direct involvement or personal assistance from agents. In cases where customers are troubleshooting their account issues, they often utilize self-service options such as FAQs, knowledge bases, or automated systems that guide them through problem resolution without the need for substantial direct interaction.

While High-Touch engagement involves more personalized service with significant human interaction, and No-Touch engagement suggests a fully automated process without any customer involvement, troubleshooting typically falls under Low-Touch strategies as customers may be seeking assistance, but they often prefer to initiate and manage their queries with the tools provided by the contact center. This approach enhances efficiency for both the customer and the contact center by enabling quick resolutions while keeping the need for live support at a minimum.