Welcome to C3’s Industry Insight blog series inspired by articles and comment on the web.
In this blog, our Marketing Manager Natasha Rutterford looks at the importance of a ‘human touch’ vs full automation.
Automation, self-service and the power of technology have revolutionized the contact centre, however when it comes to resolving some issues you can’t beat a human touch.
Often these situations are the most sensitive or demanding and you can be sure that if your organisation slips up here your clients won’t forget it!
It’s tempting to rely heavily on automated self-service in order to save costs; however it may be better for contact centre management to view humans and technology as allies in the fight for a better customer experience.
“we tend to need someone who can take on the complex and emotive stuff that we can’t do ourselves.”
Read the original article Botman vs Superagent: Dawn of a new future contact centre?here: http://www.mycustomer.com/service/contact-centres/botman-