Special Report: State of the Voice Channel
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Customers switching companies due to poor service costs U.S. companies a total of $1.6 trillion each year. Conversely, loyal customers are five times more likely to purchase again and four times more likely to refer a friend to the company. With the sheer quantity of communication choices for customers today, lack in alignment could result in a loss of customers.
As you’ll see in this report, one channel will dominate the future of omnichannel, the contact center, and the entire customer service landscape in changing environments – voice.
Featuring case-study driven analysis, cutting edge market research and first-hand perspectives from Microsoft, Verizon, and Salesforce executives, this report will identify:
• The future of the voice market in the contact center
• The pain points that cause consumers and contact centers the most frustration
• How to improve metrics like average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT)
• How to make your voice channel interconnected with other channels such as chat, SMS, and more
• The hottest customer experience technologies built to empower front-line employees, managers and customers alike
