How to keep up with digital interactions

From Contact Center Pipeline

Digital interactions between customers and brands are on the rise – but not by as much as brands would hope. According to TTEC Digital research, contact centers currently estimate that 36% of their customer interactions are carried out on digital channels, despite aiming for an average of 62%. 

Customers themselves prefer digital interactions, with only 11% of the 25–39-year-old age group preferring phone interactions to digital channels, according to the NTT 2023 Global Customer Experience Report.

So, why the disconnect?

It's simple. Customers aren't getting the experience they want or the answers they need from digital channels, and so they're turning to voice channels. 

In this article, TTEC Digital’s Aaron Schroeder shares three strategies to increase and improve digital interactions so that customers get the experience they want, and brands get the business benefits they need.