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/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 pre-agent 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 agent productivity
through contact handling complexity reduction
Increased agent satisfaction
as a result of agent desktop redesign efforts
Expanded reporting capabilities
based on KPI establishment and management through insights
Outcomes View all Case Studies→
Drive tangible improvements in the caller
experience and contact center productivity
Raise your voice for customer success
When it comes to communicating, people want more choice, not less. So instead than 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.
Get the Strategy GuideLatest Voice Channel Resources
