While voice may not be the newest or sexiest channel, it is still valued and needed by customers. That’s why a modern voice strategy is crucial for contact centers that want to deliver a high-quality customer experience.
Here’s why:
Despite these benefits, many businesses are still using outdated voice strategies that don’t meet the needs of today’s customers.
One of the biggest pain points for customers is navigating through a confusing IVR system. A modern voice strategy should include an advanced IVR system that allows a customer to state their call intent, making it easy to use and provides customers with quick access to the information they need.
To ensure that calls are handled efficiently, a modern voice strategy should include call routing and queue management systems that are designed to minimize wait times, such as offering callback, informational messaging and ensure that calls are handled by the right agent.
Automated speech recognition (ASR) systems can help to improve the customer experience by enabling customers to self-service their needs quickly and easily. This can be especially useful for tasks like checking account balances or tracking orders.
To understand how voice is impacting the customer experience, a modern voice strategy should include advanced reporting and analytics tools, like quality management, workforce management, and performance management that can provide real-time insights into call volume, wait times, first call resolution and customer satisfaction.
To provide a seamless and consistent customer experience, a modern voice strategy should include integration with other channels like chat, email, and social media. This can help to ensure that customers have access to the information they need, when they need it, no matter which channel they choose.
To stay ahead of the curve, a modern voice strategy should include flexible cloud-based technologies that can be easily scaled and updated as needed.
Voice remains an essential part of the customer experience, despite the rapid growth of new channels like chatbots and AI. With the right strategy in place, companies can leverage the benefits of voice to deliver a high-quality customer experience that is both human-centric and cost-effective. By embracing a modern voice strategy, contact centers guarantee that they are well-positioned to meet the needs of today’s customers and remain competitive in an ever-changing landscape.