High call volumes have become a major problem for most credit union contact centers. Many CUs are drawn to the benefits of Intelligent Virtual Assistants (IVAs) to handle routine calls and screen requests. But they aren’t a silver bullet. This paper explores why IVAs are an incomplete solution on their own and how to leverage them as part of a complete member service strategy.
High call volumes in contact centers across the industry are one of the most pressing issues that credit unions are looking to solve. Many have turned their eyes to an IVA to provide relief for their overloaded support staff, but do they really have what it takes to handle contact center traffic by itself? Or are your time and resources better spent looking a more digitally-focused, complete solutions?
Download this white paper, and you'll learn:
How high call volumes became such a common problem
What IVAs excel at and where they tend to fall short
The importance of a complete member service strategy, and how IVA can help fill in the gaps
How to reduce wait times and better support staff
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