Don’t Blame the Technology

Nick Applegarth, EMEA Managing Director at Envox says you don’t have to search far to find someone with a beef about contact centres.

“Call waiting times, labyrinthine automated routing systems with no exit and long menus that offer everything but the department you actually want are familiar – and frequently justified – grievances.

When it comes to automated speech there’s the additional gripe that the system doesn’t understand what the caller is trying to say, plus the perception that organisations are cost-cutting at the expense of customer service, or simply being slippery and evasive by replacing live agents with machines (not so much ‘talk to the hand’ as ‘talk to the technology’).

These days there is no excuse for poor call handling. Unlike five years ago, you can no longer point the finger at flaws or limitations in the technology because it’s now robust, effective and very flexible. Today’s speech recognition technology actually does what it says on the tin. If the system’s not working, it’s because it’s out of date, poorly designed, badly managed or all three.

But there are still enough bad examples out there to give all contact centres a bad name. The plus side of this situation is that with a little effort it’s easy to stand head and shoulders above the crowd and delight your customers by answering their calls the way they would like them to be answered.

The following two tabs change content below.

admin

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam dignissim magna vitae dui posuere eu feugiat augue eleifend. Fusce sed tincidunt quam. Donec varius aliquam metus ut semper. Donec augue purus, feugiat interdum malesuada vel, aliquet quis massa. Nulla facilisi. Nam vel ante quam, et tincidunt dui. Maecenas venenatis libero eu nulla tincidunt et accumsan velit sodales. Nam congue mauris et felis porttitor blandit. Nam eget tempor massa. Nullam suscipit gravida eros, ac suscipit magna feugiat sit amet.

Latest posts by admin (see all)