‘Deflected’ Does Not Mean ‘Resolved’

Claire Butcher at Sabio explores why contact centres should move beyond call deflection and focus on resolving customer issues rather than shifting costs elsewhere.‘Deflection’ never saved money, it deferred it. You pay later, out of a different budget where nobody traces it back.One of the first things we often do in a customer meeting is play their own customer experience back to them.
It gets a few sheepish looks from around the table, and you can see why none of them have a desir