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Self-service will be the norm, ‘live help’ the exception

Organisations are keen to promote self-service and it’s easy to see why. According to ContactBabel research conducted in 2014, the average cost of a telephony IVR self-service session is 65p, compared to £3.87 for a live agent call, £3.70 for an agent-handled email and £3.00 for a web chat session.

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