One cannot overstate the surging importance of digital channels and text-based self-service. Hype over this transformation cannot, however, come at the expense of efforts to elevate the voice experience.
Granted, there is a difference between recognizing the enduring value of voice and celebrating the quality of existing experiences. Many companies are struggling to optimize their phone channel, instead subjecting customers to the long wait times, impersonal support, and frustrating voice menus that have long undermined customer satisfaction – and prevented companies from attracting and retaining customers.
The time has come to elevate the voice experience, and this report will reveal how. Topics include:
- Why voice is more important, and more challenging, than ever
- 7 ways the traditional IVR ruins customer experiences
- 5 ways to make the IVR more customer-centric
- How to ensure your IVR is flexible and scalable enough for today's "new normal"
- What a great IVR means to non-contact center stakeholders