Voice vs digital channels – competing or complementary?

Part 1 – Customer preferences, choice, and satisfaction

1.Please provide your details(Required.)
2.Do you capture your customers’ communication and channel preferences?(Required.)
3.If you capture customer channel preferences, does this change the treatment path?(Required.)
4.When a customer interacts via a digital channel, is the customer actively prompted or encouraged to speak with an agent at any point, if appropriate?(Required.)
5.When a customer calls to make a payment, are they offered an automated option (e.g., ‘Press 1 to make a payment or have a link sent to your mobile phone’)?(Required.)
6.Have you noticed a difference between satisfaction or NPS scores for digital vs voice?(Required.)
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