As a result of the COVID-19 pandemic, organisations have been forced to reckon with new challenges. This is especially true in the case of vertical organisations that regularly interact with a large customer base such as in the banking, financial services and insurance (BFSI) or healthcare sectors.

The spread of SARS-CoV-2 virus has forced lockdowns of countries and has rattled the global economy. Traditional ways of managing customer experiences need to be re-examined under current circumstances. A recent Uniphore survey conducted in the US showed that consumers, overwhelmingly, prefer to use voice over every other medium when contacting a company’s contact center. The survey also highlighted that the long hold times during calls to a contact center are a significant pain point for customers and that they feel frustrated and angry when put on hold. Read More