With call duration and customer call volume increasing, and customer satisfaction scores decreasing in the aftermath of COVID-19, many customer-centric businesses are redefining their communication strategy with customers.
According to CCW Digital research, 82% of consumers believe they will receive a serious resolution in the voice channel, making it the most trusted, reliable channel during times of stress and uncertainty.
This report will explain:
• The most common consumer pain points in the customer experience, and how to solve them through which channel.
• Why the phone is still king in customer service, when to use it, and when to use self-service.
• How to achieve personalization through a combination of the human touch, and technology.
• Case study driven analysis of what great caller experiences look like, and how to receive an ROI in your customer service department.
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