We Still Need To Deliver on the Human Factor in Customer Service

You have likely heard about the automation anxieties in the contact center industry. The technology tide sweeps forward, with options such as automated chatbots and artificial intelligence becoming important parts of customer service.

These solutions do great work improving efficiencies and managing increased call volumes—however, the human element in customer care remains critical. If deployed well, automation can help employees (the humans!) spend more time on the connections that help create long-term customers.

A hybrid workforce environment in which people and robots work together to achieve goals is ideal. Verint’s Ryan Hollenbeck, senior vice president, global marketing and executive sponsor of Verint's customer experience (CX) program, discusses this in his new article for Forbes. Keep reading and see some real-world ways to balance improved customer experiences with operational efficiencies.