A multi channel capability adding self-service, mail, call center and partners was desired to off load the case workers and process customer needs in a timely fashion.

需要一种能够增加自助服务、邮件、呼叫中心和合作伙伴的多渠道能力，以减轻社会工作者的工作量并及时处理客户的需求。

youdao

The other key to providing accurate customer service is providing local service reps — not connecting consumers to a rep based in a foreign call center.

提供出色客服的另一个关键是客服人员本地化——不要把消费者指到某个海外电话服务中心的客服代表那里去。

youdao

This second consumer can flood the request queue of the service with a large number of messages in a short time, making it difficult for the call center solution to continue to perform as appropriate.

第二个使用者能在很短的时间内使用大量消息“淹没”服务的请求队列，使得呼叫中心解决方案很难继续正常运行。

youdao

From my experience, there are a few good ways to do that: make online self-service links prominent on your website and always offer them anywhere you provide your customer support number, integrate online help throughout key processes, promote Web and self-service resources in telephone hold messages, let call center agents notify customers of self-service options, and reply to email questions with the link to self-service content to re-enforce self-service availability.

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