Special Reports of the Week: State of the Voice Channel & Customer Intent

By: Customer Contact Week

Check out our special report features of the week below!

Special Report: State of the Voice Channel

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

Download the full report here, free! 

Special Report: Customer Intent

Why do contact centers so frequently subject customers to long wait times, repetitive questions and frequent transfers? Why can't they deliver what their customers want? The answer is simple - they do not know what their customers want right now, let alone what they will want the future. They lack insight into customer intent. With rising customer expectations and emerging digital channels only exacerbating this challenge, it is time to take action. It is time to implement better strategies for capturing, analyzing and using customer intent throughout the experience journey.

This report will empower the necessary action, in turn yielding unparalleled customer centricity:

  • Definition of customer intent, and how it relates to channel preference
  • 3 steps for better understanding customer behavior, sentiment and expectations
  • 6 ways insight about customer intent fuels a better CX
  • Tips for tailoring journey maps and proactive engagement to customer intent
  • Tips for increasing customer lifetime value

Download the full report here, free! 

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