Telephony – Still the gold standard for service

In this clip Steve Morrell discusses the decline in reliability and trust in email communication due to delayed responses and auto-replies.

He highlights the psychological aspect of customer behavior and the importance of phone communication for addressing customer concerns effectively.

He emphasizes that during stressful situations, customers prefer talking to someone for reassurance. The context also touches on the significance of call centers and the potential impact of economic factors on communication channels.

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