As the saying goes, “A problem shared is a problem halved.” Why then are many organizations automating their customer service functions – taking away the very human interaction that you expect, and need, when asking for assistance?
The answer, of course, lies in cutting costs. But are companies cutting off their nose to spite their face? In short, yes. Continue reading →
In the quest to reduce costs, many organizations are automating customer service functions. But removing the human element from customer service can be bad for business. Here’s why.
I couldn’t believe what I’d just heard.
I was on the exhibition floor at Enterprise Connect Conference in Orlando in March last year, when I overheard a marketing executive proudly announce, “We’re automating 97% of our customer service functions….” Continue reading →