Your customer\u2019s preferences are changing.\u00a0 In the past, their default action would have been to pick up the phone.\u00a0 Now, well they still pick up the phone, but they\u2019re probably using it to get a hold of your automated FAQs.\u00a0 Yet what happens when your IVR can\u2019t address your customer\u2019s issue and your website or social channels aren\u2019t sophisticated enough to provide a resolution? Your customers choose voice.<\/p>\n
So, the number of phone calls isn\u2019t going down in absolute volumes, but with the proliferation of channels, it is going down percentage-wise.\u00a0 And with customers increasingly sharing opinions about service quality on social media, the phone call is rapidly becoming a \u2018moment of truth\u2019.\u00a0 This is now becoming one of the decreasingly few chances you get to impact customer perception and loyalty.<\/p>\n
But what if the call goes wrong? How do we identify the issue and take the appropriate actions?\u00a0 How can we assess if our employees need further training, or if customer calls are going unanswered?<\/p>\n
Plantronics and Interactive Intelligence, two companies with a history in innovation, are partnering to help give organisations a greater understanding around the phone call \u2018moment of truth\u2019.\u00a0 Join us<\/a><\/strong> on December 3rd<\/sup> at 8am PST\/11 am EST to learn what we can accomplish together and the striking analytics that will be possible in the near future. \u00a0Register, now<\/a>.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":" Your customer\u2019s preferences are changing.\u00a0 In the past, their default […]<\/p>\n","protected":false},"author":50,"featured_media":2604,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[509],"tags":[1271,1272,484,200,56,1063,1273,639,487,488,489,569,493],"_links":{"self":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/2603"}],"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=2603"}],"version-history":[{"count":0,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/2603\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/media\/2604"}],"wp:attachment":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/media?parent=2603"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/categories?post=2603"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/tags?post=2603"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}