VOICE CHANNEL ASSESSMENT
Optimize your voice channel
Get voice and digital working in harmony with our voice channel assessment
VOICE CHANNEL ASSESSMENT
Optimize your voice channel
Get voice and digital working in harmony with our voice channel assessment
Voice is still king
Even with the emergence of digital customer service and sales channels, voice will never go away. Instead, it is evolving to meet the changing needs of customers by playing to its advantages — enabling empathetic, authentic connection between real people to resolve complex or unique issues. Multiple surveys put voice preference over 50% and as high as 76%, even among younger consumers. Rather than ignoring your voice channel, embrace and evolve it. We'll show you how.
Is your voice channel helping or hindering the customer experience?
Through our platform- and technology-agnostic approach, the TTEC Experience Strategy team will help you assess the current state of your contact center’s voice channel and provide operational and experience optimization recommendations.
ANALYSIS
Current-state observations including call routing and IVR analysis
ROADMAP
Future-state recommendations and now, next, later investment roadmap
AUTOMATION
Automation readiness assessment for bots and asynchronous messaging
ROI
Investment estimates and simple ROI calculations
The DNA of voice channel excellence
A great voice interaction is comprised of many connecting parts, each of which can be optimized for efficiency and customer satisfaction improvements.
We are operational and transformation experts
Our consultants come from deep contact center operations backgrounds. We will help shape and define the customer experience strategy, and understand how to work with your operations leaders to prepare for and execute operational and experiential change.
Benefits of an improved voice channel:
Decreased handle time as a result of associate pre-authentication
Reduced cost to serve as a result of call containment and deflection to lower cost-to-serve channels
Accelerated customer adoption of self-service channels
Optimized staffing levels through workgroup restructuring
Improved associate productivity through contact handling complexity reduction
Increased associate satisfaction as a result of desktop redesign efforts
Expanded reporting capabilities based on KPI establishment and management through insights
Raise your voice for customer success
When it comes to communicating, people want more choice, not fewer. So instead of ignoring your voice channel for CX, embrace and evolve it. In this strategy guide, learn key benefits of an evolved voice strategy as part of a holistic channel mix and get tips on how to re-vamp the voice channel for sales and customer service.
Read the strategy guideMore insights from TTEC
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Conversation intelligence: A soup to nuts primer
Contact centers are uniquely positioned to harness the best of always-on monitoring and algorithms to lift CX
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Raise your voice for customer success
Optimize the voice CX channel in a digital-first world
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Contact center workforce 101: IVR vs. chatbots vs. associates
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Optimizing leads and win-backs shift sales into overdrive
TTEC enabled a major automotive brand to optimize its customer outreach and win back customers with data-driven lead qualification and expertly trained sales associates
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In-depth coaching unleashes sales team performance
When a major online advertising provider’s sales team struggled to provide adequate support, TTEC transformed the underperforming team with personalized coaching and proven sales solutions
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Ten Contact Center IVR Best Practices to Improve CX
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Conversational IVR and Natural Language IVR: The Evolving World of Voice Customer Service
How to meet the customer service expectations of today and tomorrow.
Read the article -
Reform Your IVR for a Better CX Future
Read the blog post -
Improve IVR customer service by modernizing Your IVR
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Next-gen self-service contact center improves CX and saves money
$2.5 million in savings and 85% FCR for retailer through more automatic IVR options
Read the case study