Which capability is associated with No-Touch support in contact centers?

No-Touch support in contact centers refers to the ability for customers to resolve their issues or get assistance without needing direct interaction with a representative. This often relies on self-service options and automated tools that provide information or support based on customer needs.

The capability associated with No-Touch support is knowledge, as it encompasses the information and resources that enable customers to find answers themselves without human intervention. Knowledge bases, FAQs, and automated chatbots allow customers to access relevant information quickly, thereby facilitating a seamless self-service experience.

This approach reduces the need for live interactions, enabling customers to resolve their inquiries at their convenience while also alleviating the workload on contact center agents. Other options, such as video conferencing, voice calls, and personalized service, typically involve direct interaction with a human representative, thus not aligning with the No-Touch support concept.