Automation with customer service has to be handled with care. While customers are now used to computerized answering services instead of a receptionist picking up the calls, there’s also usually a decline in the service level when having trouble getting hold of a real person. Companies must strive to use automation in a manner that is a net benefit to the customers – not just the bottom line.
When approaching automation from this perspective, it tends to work well for everyone concerned.
Routing Calls Better
Using speech recognition software, it’s now possible for VoIP call center software to route calls better.…Continue reading