What we know: The voice channel is here to stay (Whether or not it declines in popularity is still up for debate). But we can’t hide from the facts: 57% of customers still have to switch from web to phone to complete a transaction and phones still handle 68% of all contact center communications.
Customers all around the world rely on this personal method of communication to resolve issues, pay bills, renew services and more. Calling customer support is a natural part of our behavior, but when it comes to improving the calling experience contact centers may not have all the facts straight. Continue reading