A short blog post —sometimes it is better this way— that tries to show some of the newer platforms that will be used by contact centers with the idea to improve their cost structures while improving costumer satisfaction. As the blog states, we are all costumers of Contact Centers and we can all agree that even with new platforms being added, such as chats on webpages, companies may have reduced their costs, but costumer satisfaction has hardly had any improvement. And you could only disagree with this latest statement if either you are a very optimistic persona or you posses good set of cognitive tools to fight frustration —we have neither—.
With IVRs, many of us understand that when we make a call, we may not even actually talk to a person. We may be talking to a computer. And we totally accept it. The computer voice will be the onramp to some database and find us the answer. And if we really, really need to talk to an actual living person, we can do so … Keep reading the original post here