6 ways to maximize the potential of voice in the contact center

Technology is constantly evolving, and businesses are looking for new and innovative ways to engage with their customers. But while new channels like chatbots, AI, and social media have certainly grabbed the headlines, it’s important to remember that voice is still an essential part of the customer experience. In fact, according to The state of customer service report conducted by Zendesk in 2018, 59% of customers who reached out for support, preferred voice as their channel of choice – still capturing the majority share of votes.