8 months ago

The future of voice - a six step survival guide for contact centers, from Teleopti

The future of voice - a six step survival guide for contact centers, from

Login Sign Up According to Annika Edberg at Teleopti, voice is no longer the endangered species many would have us believe. It all comes down to adaptability and flexible workforce management (WFM) Mary Phillips PR Artistry Lower Woodend Barns Fawley Henleyon-Thames OXON 44 (0) 1491 845553 Contact Email Visit Our Website PressReleasePing - February 27, 2018 -London, UK - Voice may no longer be at the top of everyone’s technology wish list but the old beast still has plenty of life left. Just listen to the experts: research indicates that inbound telephone calls to live agents Adaptability and flexible WFM is the name of the game and will ensure the survival of voice for many years to come. today account for 65.3% of all contacts with 53% of professionals claiming that this type of interaction is likely to increase greatly, slightly or simply stay the same in the foreseeable future.[i] In today’s multi-channel contact centers, the continued existence of voice as a popular communications method puts added pressure on managers seeking to create a seamless, blended call experience for customers by ensuring the appropriately skilled agents are available to deal with telephone, email, chat, sms and social media at the right time. The other part of the conundrum is that when combined, both inbound and outbound voice calls in contact centers are on the decline and have statistically been that way for some years now. But does it really matter? Well, it definitely matters if the status of voice affects the way that contact centers are run, evolve and even survive. Understanding how to replace voice channels and maximise schedules to maintain service levels is essential to the longer-term wellbeing of customer service, contact centers and the agents who work in them. Contact center leaders who choose to PDFmyURL - online url to pdf conversion