Twenty months into the pandemic, it is clear that contact centres are still battling with managing high volumes of inbound enquiries.
The Australian market has seen some shifts in these months, including a rise in onshore activity, given the ongoing challenges of working with offshore providers. While back-end processing and management of non-voice channels might be routed to an offshore location, voice transactions and live agent calls are now mostly handled onshore in Australia. Voice is more important than ever before in delivering a better customer experience (CX).
Discover the major trends impacting customer experience decision-makers in Australia and how voice technology excellence is driving customer empathy and deepening engagement.
Download Whitepaper – Voice Excellence Drives Empathy and Deepens Customer Engagement
(Clicking on this link will take you to the SecureCo website where you can download the whitepaper)