Modern consumers want to multitask. They want to track down a lost package while on a conference call or find out how to return a
pair of ill-fitting jeans while binging a Netflix series. The traditional call center is no longer the first point of contact for a growing number of individuals. By the time a consumer reaches out, they’ve likely already Googled their issue, searched through
support forums, and watched self-help videos on YouTube. Modern contact centers are less about diagnosing problems and
more about correctly routing complex issues to agents that are equipped to handle their calls.