Do We Still Want Humans in Customer Service?

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.

MAY 10_Jabra NWoW blog - Do We Still Want _IMAGE

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