Many contact center managers think that non-voice channels are a replacement for the voice channel. Don’t make the same mistake. Nothing will replace voice because of the emotional connection it allows. Multichannel messaging is the best of both worlds, and offers a powerful way to manage high volume, but only when used correctly.

Call to Action:

• Insight on how the voice channel has a unique role that other channels should support
• Leverage fluent multichannel experiences – the new consumer expectation
• Proactive outreach can defer traffic during busy times — plan ahead for your next crisis!