The Contact Center Guide to Managing Spikes in Call Volume [Industry Report]
Fonolo
MAY 31, 2019
For example, a study by Wells Fargo found that 60% of banking transactions are made by customers who still prefer to do business with a teller. According to Parature , voice continues to take the lead amongst all channels, but it’s not the most pleasant experience. This results in more efficient use of resources.
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