High-tech Customer Service
Inbound call center technology can change the way you manage customer service—on the phone and online.
“One of our major clients, Office Depot, actually has had customers talk to the virtual agent as if it’s a human being,” says Steve Avalone, vice president of marketing at NetByTel, Boca Raton, FL. “They’ve even asked agents about the weather.”
In addition, Avalone says, if the automated agent still cannot understand callers after a few attempts, it switches customers to the top of the call center queue and states: “I’m sorry. I’m having a bad day and will get you to a live person right away.”
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