Which interaction channel would increase agent productivity and improve call deflection rate?

Choosing chat as the interaction channel to increase agent productivity and improve call deflection rate is a strong decision because chat interfaces are designed for quick, real-time communication. Chat allows multiple conversations to be handled simultaneously by a single agent, thereby significantly enhancing productivity compared to voice calls or emails, where interaction is typically one-on-one and can be more time-consuming.

Additionally, chat can be integrated with automated self-service features, such as chatbots, which can address frequently asked questions or simple queries without needing a human agent. This capability not only deflects calls that would otherwise come in through phone channels but also ensures that agents can focus on more complex issues that require human intervention.

Overall, chat provides a seamless blend of efficiency and immediate support, making it an ideal option for organizations looking to improve both productivity and customer service outcomes.