Now more than ever it’s critical for contact centers to enhance the customer experience by adding digital channels to support existing voice outreach. Americans answer less than 50% of the phone calls made to their mobile devices.
Instead, they’re interacting with brands via channels that offer more independence like SMS or webchat. While the digital consumer is no longer engaging the way they used to via phone, voice escalation is still sometimes the best way to resolve complicated issues. By supplementing voice with additional channels, contact centers can improve contact and resolution rates with a true omnichannel approach. In this tip sheet, we show you how to get there.