Sign In
The CEO Views Small logos
  • Home
  • Technology
    Artificial Intelligence
    Big Data
    Block Chain
    BYOD
    Cloud
    Cyber Security
    Data Center
    Digital Transformation
    Enterprise Mobility
    Enterprise Software
    IOT
    IT Services
    Innovation
  • Platforms
    How IBM Maximo Is Revolutionizing Asset Management
    How IBM Maximo Is Revolutionizing Asset Management
    IBM
    7 Min Read
    Optimizing Resources: Oracle DBA Support Services for Efficient Database Management
    Oracle
    Oracle
    9 Min Read
    The New Google Algorithm Update for 2021
    google algorithm update 2021
    Google
    5 Min Read
    Oracle Cloud Platform Now Validated for India Stack
    Service Partner Horizontal
    Oracle
    3 Min Read
    Oracle and AT&T Enter into Strategic Agreement
    oracle
    Oracle
    3 Min Read
    Check out more:
    • Google
    • HP
    • IBM
    • Oracle
  • Industry
    Banking & Insurance
    Biotech
    Construction
    Education
    Financial Services
    Healthcare
    Manufacturing
    Mining
    Public Sector
    Retail
    Telecom
    Utilities
    Gaming
    Legal
  • Functions
    RISMA Systems: A Comprehensive Approach to Governance, Risk and Compliance
    Risma Systems
    ENTREPRENEUR VIEWSGDPR
    9 Min Read
    Happiest Minds: A “Privacy by Design” approach is key to creating GDPR compliant businesses
    Happiest Minds 1
    GDPR
    8 Min Read
    Gemserv: GDPR 2020 and Beyond
    Gemserv 1
    GDPR
    9 Min Read
    ECCENCA:GDPR IS STILL AN UNTAMED ANIMAL
    eccenca 1
    GDPR
    6 Min Read
    Boldon James: HOW ENTERPRISES CAN MITIGATE THE GROWING THREATS OF DATA
    Boldon James 1
    GDPR
    8 Min Read
    Check out more:
    • GDPR
  • Magazines
  • Entrepreneurs Views
  • Editor’s Bucket
  • Press Release
  • Micro Blog
  • Events
Reading: Voice Channel Continues to Prevail in Customer Service as Revealed by evaluagent
Share
The CEO Views
Aa
  • Home
  • Magazines
  • Enterpreneurs Views
  • Editor’s Bucket
  • Press Release
  • Micro Blog
Search
  • World’s Best Magazines
  • Technology
    • Artificial Intelligence
    • Big Data
    • Block Chain
    • BYOD
    • Cloud
    • Cyber Security
    • Data Center
    • Digital Transformation
    • Enterprise Mobility
    • Enterprise Software
    • IOT
    • IT Services
  • Platforms
    • Google
    • HP
    • IBM
    • Oracle
  • Industry
    • Banking & Insurance
    • Biotech
    • Construction
    • Education
    • Financial Services
    • Healthcare
    • Manufacturing
    • Mining
    • Public Sector
    • Retail
    • Telecom
    • Utilities
  • Functions
    • GDPR
  • Magazines
  • Editor’s Bucket
  • Press Release
  • Micro Blog
Follow US
© 2022 Foxiz News Network. Ruby Design Company. All Rights Reserved.
The CEO Views > Blog > Micro Blog > Voice Channel Continues to Prevail in Customer Service as Revealed by evaluagent
Micro Blog

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

The CEO Views
Last updated: 2024/08/20 at 10:01 AM
The CEO Views
Share
Voice Channel Continues to Prevail in
Voice Channel Continues to Prevail in

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.

Despite advancements, current metrics for voice channels are lacking. Since 2017, the time to answer calls has increased by 253% in the UK and 46% in the US. Additionally, call abandonment rates and the cost per call have risen significantly.

However, customers tolerate these inefficiencies because they trust that voice communication will resolve their issues. Notably, the preference for phone calls in the UK to address complex and urgent matters grew during the pandemic, even as digital solutions advanced.

This trend is understandable. In times of uncertainty, the voice channel provided a sense of security and reliable solutions.

Even today, up to 27% of digital inquiries in the UK and 39% in the US require follow-up phone calls for complete resolution. Voice communication remains essential for addressing multi-layered issues, proving that effectiveness often outweighs convenience.

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 going on, and how contact centers can leverage the opportunities available.”

More information can be found at https://www.evaluagent.com/knowledge-hub/customer-experience-voice-channel/ 

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.

The CEO Views August 20, 2024
Share this Article
Facebook Twitter LinkedIn Email Copy Link
Previous Article zero investment business ideas Top 5 Zero Investment Business Ideas in 2024
Next Article Application of Intelligent Technology 2 Application of Intelligent Technology in the Overhead Cranes
job in COVID 19

How to get a Job in COVID-19 Pandemic?

March 6, 2024
Rich Granville Chairman and CEO
Magazine

Yippy, Inc.: Streamlining Data Search Technology

The CEO Views By The CEO Views March 2, 2020
aerial 1880873 1280
Telecom

The Latest Trends of Telecom Industry in 2021

The CEO Views By The CEO Views March 7, 2024
White noise baby
Micro Blog

Baby Care: How loud should the white noise be for babies?

The CEO Views By The CEO Views March 18, 2025
What is the Auto Configuration
Micro Blog

What is the Auto Configuration Server and What Role Does it Play in Your Cellular Service?

The CEO Views By The CEO Views August 19, 2024

How to Do Online Casino Marketing

May 30, 2025

From Boardroom to Marketplace: How CEOs Are Driving Amazon Success

May 30, 2025

A Look at South Florida’s Top Personal Injury Law Firm, Hollander Law Firm Accident Injury Lawyers

May 30, 2025

The Digital Revolution Is Here – And Legacy Payment Systems Are Struggling To Keep Up

May 29, 2025

You Might Also Like

Four Ways Inflation Is Reshaping Global Supply Chains
Micro Blog

Four Ways Inflation Is Reshaping Global Supply Chains

5 Min Read
Change Communications Best Practice for Businesses
Micro Blog

Change Communications: Best Practice for Businesses

7 Min Read
Streamline Customer Onboarding with Smarter Identity Verification Tools
Micro Blog

Streamline Customer Onboarding with Smarter Identity Verification Tools

6 Min Read
Online Master’s Programs for Ambitious Leaders
Micro Blog

Online Master’s Programs for Ambitious Leaders: A Strategic Guide to Advancement

8 Min Read
Small logos Small logos

© 2025 All rights reserved. The CEO Views

  • About Us
  • Privacy Policy
  • Advertise with us
  • Reprints and Permissions
  • Business Magazines
  • Contact
Reading: Voice Channel Continues to Prevail in Customer Service as Revealed by evaluagent
Share

Removed from reading list

Undo
Welcome Back!

Sign in to your account

Lost your password?