Sign up to get full access to all our latest content, research, and network for everything customer contact.

Special Report: Unlocking the Power of Voice

Add bookmark
voice technology

The customer experience is evolving. When we discuss innovation in the customer service space, we immediately jump to digital. When we highlight CX trends, we focus on how fast, seamless and convenient service experiences can be. But, what we don’t often discuss is the inherent need for voice support.

Sure, digital is still a critical pursuit for organizations looking to streamline experiences. But, when customers have an urgent matter to discuss or a complicated concern, most jump straight to the phone channel. Bypassing confusing and robotic digital experiences, customers know that speaking to an agent will give them instant access to support and a dedicated expert, happy to solve their most complex issues. 


And, even though organizations recognize the need for live-service, some are choosing to eliminate this critical channel in favor of a digital-first strategy. Modern companies moving away from voice are relying on digitally fluent customers to troubleshoot their concerns virtually, rather than extend a traditional voice option. What’s concerning with this reality, however, is the fact that 97% of customers still largely expect access to a live customer service representative for at least some of their issues, according to CCW Digital research.


This affinity toward live support shows just how critical voice is in today’s customer experience landscape. By unlocking the power of voice, organizations can improve customer satisfaction and build better experiences in 2022. This report will cover:

 

  • The state of voice experiences in 2022
  • Solutions for improving the phone channel and enhancing experiences
  • Tips for establishing meaningful customer relationships
Sponsored By:

More From RingCentral

Special Report: Maximizing Productivity in the Contact Center

In 2022, maximizing productivity is a non-negotiable. Over the past two years companies have recogni...

2022-09-29 by Brooke Lynch
Special Report: Maximizing Productivity in the Contact Center

Special Report: Enhancing CX Through Unified Communications

Two friends may begin a conversation in text or social media before switching to FaceTime or a phone...

2021-11-05
Special Report: Enhancing CX Through Unified Communications

Sponsor Page

Recommended