{"id":1202,"date":"2012-06-19T11:22:40","date_gmt":"2012-06-19T11:22:40","guid":{"rendered":"https:\/\/blogs.poly.com\/contact-centred\/?p=1202"},"modified":"2012-06-19T11:22:40","modified_gmt":"2012-06-19T11:22:40","slug":"stressed-about-voice","status":"publish","type":"post","link":"https:\/\/blogs.poly.com\/stressed-about-voice\/","title":{"rendered":"Stressed about voice"},"content":{"rendered":"<p><a href=\"http:\/\/fonolo.com\/\" target=\"_blank\" rel=\"noopener\">Fonolo<\/a> have just published some great research on their <a href=\"http:\/\/fonolo.com\/blog\/2012\/06\/voice-first-call-resolution\/\" target=\"_blank\" rel=\"noopener\">blog<\/a>\u00a0about the importance of voice in first call resolution, this plus other recent research from the <a href=\"http:\/\/www.iosh.co.uk\/default.aspx\" target=\"_blank\" rel=\"noopener\">IOSH<\/a> about <a href=\"http:\/\/www.iosh.co.uk\/books_and_resources\/idoc.ashx?docid=72a283fd-5bec-4ff3-89e6-9241f65a9b93&amp;version=-1\" target=\"_blank\" rel=\"noopener\">voice stress<\/a>\u00a0reinforces my opinion that most people are not taking voice seriously enough.<\/p>\n<p>We know that<\/p>\n<ul>\n<li>Contact with an advisor is critical to success of any customer interaction<\/li>\n<li>Customers of all age groups seek out voice contact for complex issues<\/li>\n<li>1 in 4\u00a0of customer advisors have had voice problems<\/li>\n<\/ul>\n<p>Why can&#8217;t we put these issues together and stop taking voice for granted?\u00a0 It isn&#8217;t an infinite resource, and is the most complex tool that a customer advisor will use.<\/p>\n<p>How many\u00a0customer advisors have had voice training? (less than 1% I&#8217;d suggest)<\/p>\n<p>What do you think?\u00a0 Are we taking voice for granted? Can we do more in this area?<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Fonolo have just published some great research on their blog\u00a0about [&hellip;]<\/p>\n","protected":false},"author":50,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[509],"tags":[],"_links":{"self":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/1202"}],"collection":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/users\/50"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/comments?post=1202"}],"version-history":[{"count":0,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/1202\/revisions"}],"wp:attachment":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/media?parent=1202"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/categories?post=1202"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/tags?post=1202"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}