The role of voice has evolved. Your strategy for it should, too.
As customers embrace digital channels, voice might seem hopelessly old-fashioned. It’s easy to overlook in your planning, but that’s a mistake you can’t afford to make.
Voice still matters, and it should still be at the heart of your omnichannel strategy. It’s the channel customers still prefer for complex issues and sensitive situations. And when automated options can’t resolve an issue, customers reach for the phone. For many contact centres, call volume has remained steady, even as digital engagement has increased. But the role of voice has changed. So have customers’ expectations. It’s time to leave your old strategies behind.
Download the guide to get practical tips for modernising your strategy for voice.
