What is the average impact on support volume per customer when contact centers shift to engagement centers?

When contact centers shift to engagement centers, the average impact on support volume per customer typically reflects a decrease. This transformation often results from improved customer interactions and experiences that fully engage customers, ultimately leading to a reduction in their need to reach out for support.

Engagement centers are designed to foster proactive communication, offering customers various ways to resolve issues or find information before they feel the need to initiate contact with support. This setup not only enhances customer satisfaction but also streamlines support processes, thereby reducing inquiries and requests that would typically raise support volume.

By implementing advanced technologies and more effective communication strategies, engagement centers can reduce the frequency of repeat calls or contacts regarding similar issues. This proactive and comprehensive approach effectively leads to a decrease in overall support volume per customer, demonstrating the value of the transition to an engagement-centered model.