Tuesday, 04 February 2020 10:54

Voice in the Contact Center: Does it Still Matter?

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The undeniable digitization of the contact center combined with the well-known preference for digital communications channels among new generation consumers - Millennials and Generation Z - who now hold the majority of consumer power, begs the question is there still a role for voice in the contact center? Is the telephone still relevant as the population of new generation customers, and their communications preferences, continues to grow? In this podcast we take a different approach as I explain my position on this topic to NICE Nexidia's Abby Monaco as part of NICE's SnaCX podcast series (thus the reference to the banana!).

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