High-call volume in any industry whether that be e-commerce or transportation, phone is a channel that will continue to be highly valued by the customer. With all customer experience programs in customer services and customer support. The most common goal is one-touch resolution. The ability to handle a customer's problem in a single call or touchpoint. Ben Segal at Pair Eyewear gives a great account on why this shouldn't matter but rather our focus in business should be about building customer relationships and better understanding them. In order to do that we need to have more interactions with customers, rely on the data to help us make the experience better, and provide a path that helps call center agents and customer services reps handle a customer request on the phone in as many touches as it takes.