Knowing Your Customers Is Key
Not just so that you know what to offer them, but also so they feel like their needs are being addressed quickly and adequately. In the end, people just want a human touch, especially for complex issues. At the same time, your contact center needs to be faster and more efficient than ever. Fortunately, digital telephony, which includes voice, continues to rapidly evolve.
New capabilities and integrations such as automation, AI, and real-time data have elevated voice to be one of the primary ways to transform the contact center into an intelligent and cost-effective digital customer engagement center. Agents have a real-time view into customer data. They have what they need, helping them to be more productive and solve cases faster. Customers, meanwhile, get the kind of service they’ve come to expect — fast and personalized.
That’s why voice is still the most important part of service: In fact, 81% of service professionals say the
phone is a preferred channel for complex issues — up from 76% in 2020.
With new tools and technologies, organizations can leverage more data than ever before to efficiently transform and scale their contact centers into a hub of proactive, intelligent, and connected customer service.
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