The Human-Tech Interface
- 03 October 2022
Over the last few years, we’ve seen a seismic shift in the development of technology deployed within contact centres and used by customer services teams from AI and Chatbots to Speech and Text analytics tools. There’re dashboards for all sorts of metrics and a desire to ‘deflect’ customers to digital self service solutions to allow firms to keep the costs of supporting customer services under control.
Whilst I can become a bit ranty about ‘deflecting to digital’ (I once posted on LinkedIn about it if you’re interested) I’m not averse to directing customers to self-service online tools (if they actually work!) and I wholly advocate the use of technology to support front-line customer service staff to deliver an excellent customer experience.