In this episode we look at the importance of voice within communication and collaboration
Patrick WatsonOmnichannel communication is one of the hottest trends within unified communications and collaboration technology but in today’s episode we focus on voice. The most traditional communication method between customer and organisations voice is still the most important tool in customer service. Red Box Recorders specialise in voice capture and understand the use of voice more than most so we put our questions to them to try and understand more about how it has developed historically.
Presenter Patrick is joined by Kate Hammett who is Global Head of Partnerships at Red Box Recorders.
Kate firstly explains how the use of voice as a communication method has developed over its history and how that development is intrinsically linked with technology developments.
We then examine the use of voice within the current CX landscape. Over recent years the options in terms of communication channels have increased vastly for customers, with chat and messaging functions becoming widely available. Voice however still plays the key role for customers when it comes to the most important discussions with businesses.