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How to accurately measure case deflection.
The Secret to Improved Contact Center Efficiency
The metric that measures improved efficiency
More than ever, contact center employees are being asked to create content to help deflect cases from reaching an agent. But does their content work effectively?
The Deflection Score measures employees' ability to create or edit content in a manner that leads to higher number of case deflections.
This single metric makes it easy to identify, recognize and promote the employees that are the best producers of impactful content.
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