Date: 01 May 2024, 2:00PM BST
Location: Virtual
If you think customer service is all about digital – you’d be wrong.
Recent research reveals that while some customers are keen for self-service channels (and this has long been the case), many still rely on the voice channel for their more complex queries.
There’s a problem though: voice is lagging behind in customer satisfaction. So how do you strike the balance?
In this masterclass you’ll learn:
- The current channel mix and its impact, according to Contact Babel’s first-hand research
- The importance of the Voice channel for high-emotion, high complexity issues
- How you can strike the balance between your different service channels to delight customers
- How evaluagent can help you focus your efforts (100% analysis across all your channels, robust reporting to understand data)
- Next steps for better CX
Author: Guest Author
Published On: 17th Apr 2024 - Last modified: 1st May 2024
Read more about - Archived Content, EvaluAgent
