I love technology. But then, there are times when I hate technology. I love that I can call a company and they can pull up my information right away and help me at the speed of lightning (Ok, maybe not that fast!) Then there are times when I call a company and get lost in their system - going round in circles only to be cut off and have to call back.
Having the right technology in your call center could definitely improve your customer service, but it doesn't really mean anything if you don't have the right people to back it up. Check out this article, How to Mix the Right Technology and People to Get Quality Service, to see how Overstock.com improved their service by focusing on people.
Photo Credit: Bryce Johnson
Technology is a broad concept that deals with a species' usage and knowledge of tools and crafts, and how it affects a species' ability to control and adapt to its environment. It is a consequence of science and engineering where as services is performance of duties or provision of space and equipment helpful to others. At this era both is having its own importance as our customers compete with the technology-driven services they offer their account holders. Both helps in managing as well as beneficial for developing a business by its own importance.
Posted by: Kamal Kumar | July 28, 2008 3:16 AM | Permalink to Comment