High-tech Customer Service
Inbound call center technology can change the way you manage customer service—on the phone and online.
The Virtual CSR
Imagine a virtual customer service representative (CSR) through which callers can place, change or check their order status.
For example, officials at NetByTel (www.netbytel.com) say their NetByTel Connected system’s virtual agents recognize human colloquialisms, ask callers to repeat information the technology couldn’t initially register, and it even hums patiently while waiting for a caller’s input. In fact, the computerized agent sounds so human that some of its users forget they’re talking to a computer.
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