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Long Live the Voice Channel

It’s easy to get distracted by the latest “shiny object.” Sure, Chatbots, AI and other fancy up-and-coming technologies, have a place in our future and even in our present, but sometimes we’re so quick to jump to the newest thing, we lose focus on the tried-and-true technologies that have been the workhorses of our contact center operations for years.  Technologies like voice.

I have mentioned previously that I’m a big fan of self-service.  I will go out of my way to avoid talking on the phone, but sometimes it’s necessary and results in a better outcome.  I recently had to place a complicated order from an online retailer.  I was ordering several items and needed everything to arrive within a relatively small delivery window.  This was something I knew I couldn’t manage on my own.  In this case, I was happy to make a phone call.  The order ended up being even more complicated than I thought it would be. It required several phone calls and close coordination. The order was delivered without a hitch, something that, without a doubt, needed the human touch and would not have been possible through self-service alone.

So while I may not automatically use voice as my first choice, I’m not counting it out.  It certainly made my recent transaction painless. The voice channel is still very much alive and an important part of any CX operation. In fact, I recently read about a situation where a voice call into a contact center potentially saved a life.

Read the article here.

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