In the contact center , inbound calls are typically prioritized over email. Generally speaking, synchronous channels such as voice, chat, and instant messaging (which can be synchronous when staffed with dedicated agents) are usually prioritized over asynchronous channels including email and SMS. This happens since customers who make contact on synchronous channels are looking for live, real-time support. However, in certain situations or even for certain businesses, prioritizing calls over email or other channels is not necessarily the best option .
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