Zero-Touch Resolution (ZTR)

Zero-touch resolution (ZTR) refers to the resolution of a customer's issue or request without any human intervention from the service provider's side. In contact centers, ZTR is achieved through automation tools and self-service options allowing customers to solve problems or complete transactions independently. Implementing ZTR strategies can significantly enhance customer satisfaction by providing immediate solutions, reducing operational costs, and freeing up agents to handle more complex inquiries that require human intervention.

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