May 22, 2020
Consumer experience and biometrics are at a crossroad as consumers…
In a world where technology continues to evolve, most companies are currently experiencing a digital transformation. However, companies aren’t made up of just one channel of operation – and it may be hard to determine priority. Over the years, we have noticed that the call center is often pushed to the back burner, making it the weakest link.
This lack of attention may be misguided, as a recent study shows that inbound call volume continues steadily. 60% of respondents in the study recorded they expect the amount of calls to remain the same or even increase.
So, why are we placing importance on the call center? Let’s take a look into these voice channel value drivers:
Taking these factors into consideration, it is easy to see why call centers need to be in front of your company’s digital transformation – allowing customer service to be a clear priority to customers calling in.
Contact us here for more information.