As consumers continue to gravitate towards alternative digital touch points such as online knowledge bases, social media, and web chat for customer service, many contact centers have unsurprisingly experienced a noticeable shift in the volume and nature of their calls. In fact, according to the 2016 Global Contact Centre Benchmarking Report, contact centers have seen a 13.2% decrease in call volume in the past year. And while a transition to lower cost alternatives certainly helps improve an organization’s bottom line and customer experience, it also presents the call center with its own unique set of challenges—increased call complexity, to be specific.