Automation, self-service and the power of technology have revolutionized the contact centre, however when it comes to resolving some issues you can’t beat a human touch.

Often these situations are the most sensitive or demanding and you can be sure that if your organisation slips up here your clients won’t forget it!

It’s tempting to rely heavily on automated self-service in order to save costs; however it may be better for contact centre management to view humans and technology as allies in the fight for a better customer experience.