This ebook provides a practical playbook for reducing contact center volume by improving digital self-service experiences. It introduces the concept of “digital leakage,” where friction in digital journeys drives customers to costly support channels or abandonment. The guide outlines five core strategies: automatically identifying and prioritizing high-impact friction, rescuing frustrated customers in real time, monitoring upticks in behavioral and technical issues, enabling agents to reproduce digital experiences during support calls, and quantifying customer feedback at scale. Through real-world examples from industries such as airlines, insurance, and telecommunications, the ebook shows how session replay, real-time alerts, and behavioral analytics reduce call times, improve resolution

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