Online Newsletter for Call
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume IV, Issue 9
Date: September 1, 2003 - We, the People, Make the Difference
With continued attention on customer service, customer retention, and lifetime value of the customer, it is no surprise that contact center operations continue to increase in importance as the primary hub of a customer's experience. For the customer, the person on the other end of the phone is the company.
The contact center is still the most common way that customers get in touch with businesses. In fact, Gartner reports 92% of all contact is through the center. As more and more organizations are turning to the contact center as a strategic player in the competitive landscape, it is in the throes of re-inventing itself to step up to the plate and become the heart of a company's customer facing operations.
While much focus has been on the technology and benefits of providing multiple channels for customer contact, little consideration has been directed to handling the human part of the equation--training agents to field more than just telephone communications.
With the explosion of e-commerce, the need to reinforce keeping the human element in the equation is paramount. It is no wonder, then, that companies with superior people management, invest heavily in training and retraining, reinforcing the human element.
Twenty five years from now customers will still be human beings, still be driven by desires and needs. Virtual environments do not create virtual customers. Except for the simplest transactions, some customers still need to be connected with and nurtured by a live person.
A company's ability to provide human-to-human connections--back and forth live communication--is critically important. The fact is voice is the most natural and powerful human interface, real time or otherwise. That isn't going to change any time soon.
One of the most powerful documents in the world, the U.S. Constitution, begins with "We, the people..." Yes, 'we the people' are what makes the difference.
QUOTE OF THE MONTH: Make your life an exclamation, not an explanation. - unknown
© 2003 Human Technologies Global, Inc. All rights reserved
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