Masterclass: Why CX Can’t Hang Up on the Voice Channel Related Articles When Is It OK to Hang-Up on a Customer? Podcast: Channel Shift: How can we safely move customers from one channel to another? 23 Considerations to Make Before Implementing a New Digital Channel Why CX Can't Afford to Hang Up on the Voice Channel 271 Filed under - Call and Contact Centre Events, EvaluAgent Date: 01 May 2024, 2:00PM BST Location: Virtual Register Now If you think customer service is all about digital – you’d be wrong. Recent research reveals that while some customers are keen for self-service channels (and this has long been the case), many still rely on the voice channel for their more complex queries. There’s a problem though: voice is lagging behind in customer satisfaction. So how do you strike the balance? In this masterclass you’ll learn: The current channel mix and its impact, according to Contact Babel’s first-hand research The importance of the Voice channel for high-emotion, high complexity issues How you can strike the balance between your different service channels to delight customers How evaluagent can help you focus your efforts (100% analysis across all your channels, robust reporting to understand data) Next steps for better CX Register Now! Author: Guest Author Published On: 17th Apr 2024 Read more about - Call and Contact Centre Events, EvaluAgent Recommended Articles When Is It OK to Hang-Up on a Customer? Podcast: Channel Shift: How can we safely move customers from one channel to another? 23 Considerations to Make Before Implementing a New Digital Channel Why CX Can't Afford to Hang Up on the Voice Channel Related Reports White Paper: Voice in a Multichannel World White Paper: Artificial Intelligence - Its Place in the Contact Center White Paper: Consumer Duty Compliance Through Effective QA The Essential Team Leader Playbook Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter