An Interview with Eoin Power, Head of Contact Strategy & Insight, TalkTalk

An Interview with Eoin Power, Head of Contact Strategy & Insight, TalkTalk

An Interview with Eoin Power, Head of Contact Strategy & Insight, TalkTalk

The challenge for TalkTalk was to try and understand the reasons customers were calling and then try and get that customer to the right place, first time. Here Eoin talks to us about natural language call steering and the process to getting it right.

By Vocalcom

The Dominance of Voice as a Preferred Customer Service Channel

Many contact centers nowadays utilize an omnichannel strategy for customer service with the hope of reaching the greatest possible audience. When done right, this can be an excellent approach to meeting the demands of customers and marketing a brand. However, the rising popularity of chat and social media have not diminished the value of the traditional customer service channel: voice....
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