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Look Who's Talking Now: Voice in Today's Contact Center

By Erica Marois | Date Published: June 06, 2014 - Last Updated August 22, 2018 | Comments

More than 86% of contact centers offer multichannel support, and 74% of customers use 3 or more channels to access customer service.  Even so, voice still remains the preferred choice.

Why do customers still prefer voice?

68% say it’s because it allows for the most thorough answer.  48% feel that voice yields the fastest response time, and 34% say that get the most accurate answer to their question through the voice.

Yes, channels like social and mobile are growing in popularity, but phone’s not going away anytime soon. Today’s customers want to connect with your company through voice.

Are you prepared to support the needs of today’s global customers who expect prompt, 24/7 service in their native language?  This infographic from ICMI and Orange Business Services will arm you with the information you need to begin developing a global voice strategy.


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Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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