We have all seen the analyst studies showing the huge growth of non-voice channels. But statistics can be read a number of ways: a channel with 5% usage that grows to 10% usage has an amazing 100% growth rate; but it still only 10% of usage.

Surveys show that voice still accounts for over 50% of customers’ interaction with the customer engagement organization. Add in self-service and proactive outbound, and the voice percentage remains a healthy part of your interaction payload.

So now, let’s look at customer satisfaction with the voice channel. Customers want to get things done fast and easy. They want your customer service to be reachable, responsive, and relevant and to recognize who they are and want they need. But most customer service organization fall short of this simple goal.

Let’s face it – we are all disappointed with the customer experiences we encounter in our daily life. 

But I am here to tell you it isn’t hard. You just need to take full advantage of the features we provide to build a dynamic customer engagement with Genesys.

1. Our biggest complaint is we have to repeat basic customer information at each step of the way. 
   
   Does your routing platform allow you to carry data along with the call? Can you attach the information collected in the IVR to the call and present it to the agent? Why are you NOT doing this?!?
    
2. Even with our account number, it often seems like the agent doesn’t know anything about us or what our problem might be.
   
   Is your contact center still a silo in the organization? Have you integrated customer management applications with your customer engagement applications? Does the agent have the full picture of the customer – or – just stuck with just a phone number and account number? Why are you STILL doing this?!?
    
3. Don’t you hate being on hold while being told your call is important to the company you are calling!
   
   Are you routing the call to the agent with the best skills to handle the customer’s issue? Are you routing high value customers to agents trained to give them personalized service? Are you routing the most important calls ahead of less productive calls? Intelligent routing can get those calls off the queue faster. Why are you NOT doing this?!?

By addressing these 3 basic issues, you can convert customer calls to customer conversations. That means higher customer satisfaction. And that means your bottom line is a lot happier. Why are you NOT doing this?!?

Let me hear what other issues you think customers have with inbound voice and we can find the answer to help.

Follow me @SusanMStearman