What is a goal of shifting to lower-cost channels in a contact center?

Shifting to lower-cost channels in a contact center primarily aims to reduce operational costs. By utilizing channels like chatbots, email, or self-service portals, organizations can provide support more efficiently, often at a lower cost compared to traditional methods such as phone support.

These lower-cost channels can handle multiple interactions simultaneously, increasing agent productivity without necessitating a proportional increase in staffing or resources. Furthermore, they often allow customers to access support at their convenience, improving resource allocation while addressing customer needs effectively.

By focusing on such channels, businesses can optimize their budgets and redirect savings toward enhancing other critical customer service areas, thereby supporting long-term sustainability and growth.