Even with the best IVR systems, there are cases in which customers require the assistance of a call center agent. If agents are made too easily available, organizations risk losing opportunities for automated self-service, but if agents are too closely guarded, organizations risk frustrating customers who can’t easily get help when they need it. Getting the balance right between self- and agent-assistance in the call center is no longer an elusive goal. Learn proven methods from the experts on how to balance agents and automation to create superior customer service.