Contact centers: Does automation hurt satisfaction?

Can automation improve the customer experience? Some say it can by creating a standardized, consistent experience. Automation technologies like interactive voice response, virtual agents, and automatic call distributors were created to do just that. Why, then, are companies trying to avoid them?

In this e-book, you’ll learn why automation technologies don’t work for every use case, regardless of their intent. Next, examines frequently automated components of customer service and why some of them have succeeded, while others haven’t. Lastly, circles back to the biggest problem facing contact centers today: Identifying situations where the human touch is still necessary and should never be automated.

Vendor:: TechTarget Customer Experience
Posted:: Feb 8, 2021
Published:: May 28, 2014
Format:: PDF
Type:: eBook

Already a Bitpipe member? Log in here

Download this eBook!

Corporate Email Address:
You forgot to provide an Email Address.

This email address doesn’t appear to be valid.

Please provide a Corporate Email Address.

This email address is already registered. Please log in.
First Name:
You forgot to provide your first name.
Last Name:
You forgot to provide your last name.
Company Name:
You forgot to provide a company name.
Job Title:
You forgot to provide a job title.
Seniority:
You forgot to select your seniority.
Job Function:
You forgot to select your job function.
# of employees:
You did not select the number of employees at your company.
Industry:
You did not select which industry you are in.
Sub-Industry:
You did not select which industry you are in.
Address 1:
You did not provide a full local address.
Address 2:
City/Town:
You did not provide a full local address.
Country:
You did not select the country you are from.
State/Province:

You did not provide a full local address.
Zip/Postal Code:
You did not provide a full local address.
Phone:
You forgot to provide a phone number.

This phone number format is not recognized. Please check the country and number.
- I agree to TechTarget’s Terms of Use, Privacy Policy, and the transfer of my information to the United States for processing to provide me with relevant information as described in our Privacy Policy.
Please check the box if you want to proceed.
- I agree to my information being processed by TechTarget and its Partners to contact me via phone, email, or other means regarding information relevant to my professional interests. I may unsubscribe at any time.
Please check the box if you want to proceed.