3CLogic's Contact Center Blog

We’ve all been there. Something’s gone wrong, whether it be with your bank or a service provider, so you pick up your phone to call customer service. A voice recording welcomes you and asks you to explain why you’re calling. You hesitate, knowing that the voice on the other end is computer-generated, not human.

Before the explosion of the Internet and social media, voice was the dominant customer service channel for any inquiry – simple or complex – because there was simply no alternative. Now, with the advent of digital channels, a common misconception is that voice has been rendered obsolete.

An astounding 82% of today’s consumers say speed of service is the number one factor to a great customer experience. And as businesses increasingly seek ways to improve their customer service, many have turned to virtualization and self-service. Airlines use self check-in, restaurants allow customers to make their own reservations, and grocery stores have self check-out lines—the list goes on.  In the case of contact centers specifically, 62% of best-in-class companies use interactive voice response platforms in some capacity to facilitate the delivery of fast but relevant customer service.

An astounding 82% of today’s consumers say speed of service is the number one factor to a great customer experience. And as businesses increasingly seek ways to improve their customer service, many have turned to virtualization and self-service. Airlines use self check-in, restaurants allow customers to make their own reservations, and grocery stores have self check-out lines—the list goes on.  In the case of contact centers specifically, 62% of best-in-class companies use interactive voice response platforms in some capacity to facilitate the delivery of fast but relevant customer service.