Description
After two years of the pandemic, consumer expectations have changed and become More consumers want to have an omnichannel experience, where they can choose which channel to use to contact the brand each time they do so.
Although alternative channels are increasingly being demanded by customers, the voice channel continues to be the most predominant channel. Voice calls have always been the primary channel and the pandemic has not changed that. In fact, the reduction of the face-to-face channel has led to an increase in contacts through the voice channel.
