How do you put the humanity back into customer interaction? Over the last few years we have spent so much time and money implementing these great self-service, automated, no-agent needed solutions that we have missed the mark on what customers consider great customer service.
Companies now advertise that a live person will answer their call, no matter what – not some poorly executed automated attendant. What made perfect sense to the business to help route customers more quickly, get them to the person with the right skills every time, and reduce agent time spent on the phone, has simply put customers off. We all know that it is expensive to have a live person answer the phone for a large contact center, so what are the alternatives if your objective is to provide a personal touch that extends the feeling of human interaction yet saves on the cost to serve? (more…)