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2. Why Voice is Still the Leading Support Channel
Manage episode 418395097 series 3570623
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There’s been significant development in digital support channels like Chat and Email, but Voice remains the surefire channel for providing exceptional customer support. Leading with Voice requires the right mix of Conversational AI for handling mundane tasks and knowledgeable Agents for complex issues.
But how do you know if you are using the right mix of Voice support to provide an unrivaled experience for all your callers?
In this month’s session of Always On CX:EX, Brandon Smith and Josh Chronister discuss why voice is still the leading support channel and how to delight your callers.
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#CX #MicrosoftTeams #ContactCenter
Chapters:
00:00 Intro
1:53 How great employee experience leads to great customer experience
6:09 Why voice is the leading channel even with growth of chat and email
10:35 Examples of companies with great voice support
16:40 You have limited knowledge in voice support – what can you do about it?
20:21 Biggest challenges of providing high-quality voice support
25:16 Best practices for increasing CX through voice support
32:22 How ChatGPT will influence voice support in the next 1-3 years
38:07 Wrap up
6 episodes
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