In the End, Technology Solutions Cannot Replace Live Call Center Agents
Susan Campbell talks about the need for live agents blended with just the right mix of "self service" to alleviate the attrition common in high stress and repetitive calls.
Companies have turned to speech recognition to try and mimic live interactions for self service. Although, interactions with fully automated self service is frustrating consumers at a fantastic rate and a recent Benchmark Portal study has shown that opt out is still very high. In fact the study shows that companies who have deployed speech technology with their IVR experience a 25% opt out or more 15% more of the time than IVR without speech.
The only true way to deliver the "personal touch" of an agent with the right mix of self service is to have the agent injected into the self service. Spoken has found a way to integrate a live agent into this automated phone self service environment and deliver staggering self service completion rates (6 x over industry standards).
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Live agents can also deliver the personal touch that cannot be duplicated or even emulated by the best self-service solutions on the market. Most are well equipped to not only answer questions and properly direct the caller, they are also trained to handle the frustrated individual and turn him or her into a satisfied caller.
Companies have turned to speech recognition to try and mimic live interactions for self service. Although, interactions with fully automated self service is frustrating consumers at a fantastic rate and a recent Benchmark Portal study has shown that opt out is still very high. In fact the study shows that companies who have deployed speech technology with their IVR experience a 25% opt out or more 15% more of the time than IVR without speech.
The only true way to deliver the "personal touch" of an agent with the right mix of self service is to have the agent injected into the self service. Spoken has found a way to integrate a live agent into this automated phone self service environment and deliver staggering self service completion rates (6 x over industry standards).
