Optimizing Voice in the Global Contact Center
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Optimizing Voice in the Global Contact Center

Published: May 20, 2014

Pages: 10

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As your customers evolve, you must make yourself available to them as seamlessly as possible. Your success in global support will hinge on a defined strategy and a simplified solution, while maintaining the same levels of superior service that customers have come to expect from you.

Remember when contact centers were simpler? Customers had two choices if they needed assistance – they either called or they emailed.

Today’s multichannel centers are anything but simple.

According to ICMI research, almost 86% of today’s centers are multichannel. And the complexity doesn’t stop there. Thanks to social and mobile, companies are naturally attracting customers from all over the world and the contact center now has to support this global customer base…in any channel.

  • Research shows that 74% of customers are using 3 or more channels to access customer service.
  • But 45% of consumers will abandon an online transaction (switching to Voice) if their questions or concerns are not addressed quickly (hence the value of voice interactions)!

Interestingly enough – even with all the channels available, voice is still predominant and critical! Customers have said that they want options, but they want voice to still be one of them. In fact, over a 1/3 of recent survey respondents said they prefer the phone, and a live agent, when they need customer service. This is even more so for complex interactions and customer-sensitive discussions.

This complimentary whitepaper covers key point around:

  1. Benefits of partnering with a 'voice in the global economy.'
  2. Power of voice for the customer
  3. Best practices for going global with voice
  4. Selecting a voice provider
  5. Optimizing the voice channel

The point is, the global contact center strategy is complicated! Your success in global support will hinge on a defined strategy and a simplified solution, while maintaining the same levels of superior service that customers have come to expect from you.




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Topics: Global Service Delivery, Site Operations, Multichannel Contact Center, Customer Experience

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