Company Logo

Business others voice Channel Continues to Prevail in Customer Service as Revealed by evaluagent

Voice Channel Continues to Prevail in Customer Service as Revealed by evaluagent


 Voice Channel Continues to Prevail in Customer Service evaluagent Reveals

In an era dominated by digital interactions, the enduring significance of the voice channel in customer service has been highlighted by a survey of 1,000 consumers conducted by the leading research and analysis firm for the contact center industry, ContactBabel.

As part of their whitepaper, Voice: Its Place in a Multichannel World, evaluagent sheds light on the state of customer service today, revealing that the voice channel remains the preferred method for problem-solving among consumers. This challenges preconceived ideas about the decline of phone interactions in favor of digital channels.

Contrary to expectations, the voice channel continues to handle approximately 65% of contact center traffic in both the US and the UK. This persistence defies assumptions that younger generations avoid phone calls, as even millennials and Gen Z gravitate towards voice for resolving complex issues.

The key driver behind the dominance of the voice channel is its unparalleled ability to deliver first-contact resolution, a factor highly valued by customers. Real-time problem-solving and reassurance provided by human agents over the phone cannot be replicated by digital channels.

However, despite its effectiveness, the voice channel faces challenges such as increasing speed-to-answer metrics and rising costs per call. Still, customers endure these friction points because they trust that voice interactions will lead to satisfactory solutions.

The future of customer service lies in embracing a balance between voice and digital technologies. By leveraging the strengths of each channel, businesses can meet customer expectations for human connection and solve issues much faster.

Commenting on the white paper findings, James Marscheider, Chief Commercial Officer at evaluagent, said, “The results of this research are fascinating. While digital channels are still undoubtedly on the rise, when it comes to those high complexity, high emotion issues, a human agent is unmatched. It’s a challenging landscape for contact centers at the moment, with many finding it difficult to strike the balance between digital and traditional channels, alongside the right amount of AI and human oversight.

This white paper helps bring clarity by painting a picture of what’s really going on, and how contact centers can leverage the opportunities available.”

You can see more information at

About evaluagent

evaluagent is a Quality Assurance (QA) and Performance Improvement platform that helps contact Center Agents have better conversations with customers. Built by QA leaders, evaluagentCX blends AI and automation with the best elements of traditional QA to improve the efficiency and effectiveness of QA teams.

Business News

Recommended News

Most Featured Companies

ciobulletin-aatrix software.jpg ciobulletin-abbey research.jpg ciobulletin-anchin.jpg ciobulletin-croow.jpg ciobulletin-keystone employment group.jpg ciobulletin-opticwise.jpg ciobulletin-outstaffer.jpg ciobulletin-spotzer digital.jpg ciobulletin-virgin incentives.jpg ciobulletin-wool & water.jpg ciobulletin-archergrey.jpg ciobulletin-canon business process services.jpg ciobulletin-cellwine.jpg ciobulletin-digital commerce bank.jpg ciobulletin-epic golf club.jpg ciobulletin-frannexus.jpg ciobulletin-growth institute.jpg ciobulletin-implantica.jpg ciobulletin-kraftpal technologies.jpg ciobulletin-national retail solutions.jpg ciobulletin-pura.jpg ciobulletin-segra.jpg ciobulletin-the keith corporation.jpg ciobulletin-vivolor therapeutics inc.jpg ciobulletin-cox.jpg ciobulletin-lanner.jpg ciobulletin-neuro42.jpg ciobulletin-Susan Semmelmann Interiors.jpg ciobulletin-alpine distilling.jpg ciobulletin-association of black tax professionals.jpg ciobulletin-c2ro.jpg ciobulletin-envirotech vehicles inc.jpg ciobulletin-leafhouse financial.jpg ciobulletin-stormforge.jpg ciobulletin-tedco.jpg ciobulletin-transigma.jpg ciobulletin-retrain ai.jpg
ciobulletin-abacus semiconductor corporation.jpg ciobulletin-agape treatment center.jpg ciobulletin-cloud4wi.jpg ciobulletin-exponential ai.jpg ciobulletin-lexrock ai.jpg ciobulletin-otava.jpg ciobulletin-resecurity.jpg ciobulletin-suisse bank.jpg ciobulletin-wise digital partners.jpg ciobulletin-appranix.jpg ciobulletin-autoreimbursement.jpg ciobulletin-castle connolly.jpg ciobulletin-cgs.jpg ciobulletin-dth expeditors.jpg ciobulletin-form.jpg ciobulletin-geniova.jpg ciobulletin-hot spring it.jpg ciobulletin-kirkman.jpg ciobulletin-matrix applications.jpg ciobulletin-power hero.jpg ciobulletin-rittenhouse.jpg ciobulletin-stt logistics group.jpg ciobulletin-upstream works.jpg ciobulletin-x2engine.jpg ciobulletin-kastle.jpg ciobulletin-logix.jpg ciobulletin-preclinical safety (PCS) consultants ltd.jpg ciobulletin-xcastlabs.jpg ciobulletin-american battery solutions inc.jpg ciobulletin-book4time.jpg ciobulletin-d&l education solutions.jpg ciobulletin-good good natural sweeteners llc.jpg ciobulletin-sigmetrix.jpg ciobulletin-syncari.jpg ciobulletin-tier44 technologies.jpg ciobulletin-xaana.jpg

Latest Magazines

© 2024 CIO Bulletin Inc. All rights reserved.