To increase the service desk's ability to assist customers at the first point of contact, companies are using VRUs, web-based features such as chat, and skills-based routing.

Question

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These technologies enable more efficient handling of customer inquiries by directing them to the most appropriate resource or providing self-service options, thereby increasing the likelihood of resolving issues at the first point of contact.

To Increase the Service Desk's Ability to Assist Customers at the First