Taking tech out of the customer service equation

Good telephony systems, contact centre and other applications, can channel calls to the right agents and equip them with a wealth of customer information. But going the extra mile needs a lot more than that.

In recent years there has been a big focus on technology within the contact centre.  The right technology, so the argument goes, is essential for delivering a superior customer experience.
 
There is truth in this. Technology, or more specifically, good telephony systems, contact centre and other applications, can channel calls to the right agents and equip them with a wealth of information about customers, prospects, their behaviours, purchases, problems and expectations. But the mere availability of systems that capture that data isn't enough to ensure an exceptional customer experience.  

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