What is your mix of contact channels? How do you compare?
Inbound Calls on the Rise
Interestingly, voice (inbound) also saw a jump – from 53.5% in 2022 to 55.4% in 2023. It’s possible this reflects the greater neediness of customers in 2023, as they face the cost-of-living crisis and high inflation rates and are looking to their service providers for financial and emotional support.
Is ‘Digital Transformation’ Just Another Buzzword?
Despite shifts across digital channels, voice still dominates the contact centre industry. This suggests that many are just paying lip service to digital transformation in their operations, and that while other channels have been adopted – including live chat, email, and social media – digital transactions have a long way to go to truly compete with voice as a channel of choice.
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