Unlocking the Power of Voice in 2022
While it may not be the latest in customer experience innovation, Voice is an integral part of support strategy and it is much more important to customers than we initially thought. In fact, CCW Digital research confirmed that the phone channel is still the most trusted outlet of support in 2022. As high as 76% of customers believe that engaging with an agent over the phone will ensure a resolution — comparatively, only 15% of customers had that same confidence in chat.