Voice is not dead: does voice still rock the customer service world?
The customer relationship world is in a profound (r)evolution.
New digital tools arise every day. From a leading trio of voice calls, SMS & e-mail we are moving to an endless scope of solutions: live chat, video calls, Messenger, Whatsapp, or even chatbots. However, should we fully automate the customer services? Is it possible to digitalize the whole experience? And what is the role of phone calls and voice in this new-generation mix?