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Special Report: State of the Voice Channel

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Matt Wujciak
06/02/2020

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Customers switching companies due to poor service costs U.S. companies a total of $1.6 trillion each year. Conversely, loyal customers are five times more likely to purchase again and four times more likely to refer a friend to the company. With the sheer quantity of communication choices for customers today, lack in alignment could result in a loss of customers.

As you’ll see in this report, one channel will dominate the future of omnichannel, the contact center, and the entire customer service landscape in changing environments – voice.

Featuring case-study driven analysis, cutting edge market research and first-hand perspectives from Microsoft, Verizon, and Salesforce executives, this report will identify:

• The future of the voice market in the contact center

• The pain points that cause consumers and contact centers the most frustration

• How to improve metrics like average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT)

• How to make your voice channel interconnected with other channels such as chat, SMS, and more

• The hottest customer experience technologies built to empower front-line employees, managers and customers alike

We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.

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