ChaseData Call Center Software Blog

Call Center Software: Voice as a Preferred Communications Channel.

Posted by Ahmed Macklai on Nov 12, 2015 7:54:00 AM

Apparently the reports of the demise of "voice based customer service" are premature. In a recent survey conducted by Call Center Helper a full 58.7% of call center managers surveyed reported that "voice" is the business channel in their contact centers. The reason for voice's continued dominance as a keystone channel might largely owe its success to the intimacy and immediacy of speaking with a 'live operator."


 

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2016 CALL CENTER CHANNEL FORECAST

Voice maintained the top position in 2015 as the busiest contact center cannel. According to over 100 contact center managers survey, voice is predicted to maintain the number one position in 2016.

 

FOOD FOR THOUGHT

How often have you turned to speaking with an operator whenever an immediate resolution to your inquiry is required? If you are like the vast majority of consumers and moreover business people making critical purchase decisions or critical customer service inquiries - this option is executed more often than not. Voice remains the most popular channel for critical communications between the enterprise and clients. despite the rise ofother important communications channels such as email, social media and the others such as APPs, etc.

 

ACTION STEPS

The critical challenge to the 21st century enterprise is quite complex and namely: “develop effective strategies to meet client requirements by leveraging technology to lower costs and increase overall client satisfaction.” Today’s sales managers and customer experience managers are bombarded with a myriad of alternative platforms with no clear method of evaluation prior to deployment. The challenge is selecting the most effective toolkit when creating a more effective 21st century call center.

ChaseData's suite of cloud based call center software maximizes voice based customer services, sales and other interactions cost effectively. Advanced features such as API integration future proofs your investment by empowering access to established technologies which allowing rapid integration with emerging standards. Digital voice recording and other standard features drive QA and other business processes while Intelligent skills based call routing assures that inbound calls are efficiently and accurately routed to the perfect agent - every time.

 


 

LEARN MORE ABOUT HOW TO CULTIVATE VOICE BASED SUCCESS IN YOUR CALL CENTER BY ACCEPTING A FREE TRIAL OF OUR SOFTWARE TODAY.

 

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