Research shows that almost half of customers prefer communicating with live agents as opposed to participating in self-service methods (for example, like an interactive voice response, or IVR). Perhaps this is because a great majority of individuals feel that self-service is inadequate in some cases. As such, options to speak with an agent in real-time – including live Web chat – are growing in popularity. For companies looking to provide the valuable, personable, one-to-one experience customers desire, a predictive dialer can be an excellent tool to use.
However, to avoid any technological misconceptions, only the most advanced, sophisticated solution should be utilized in your call center. Remember, not all predictive dialer are created equal.
Edited by Ryan Sartor