Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Humans In CX: Which Kind Of Customer Interactions Should Not Be Automated? - Teleperformance - ContactCenterWorld.com Blog

Humans In CX: Which Kind Of Customer Interactions Should Not Be Automated?

 

Some customer interactions will always have to be performed by people.  This is according to Steven Van Belleghem’s classic book ‘When Digital Becomes Human’.

The idea was challenged by many in the customer experience (CX) community who believed that we would very quickly see an end to the need for humans to work in customer service roles. After all, we read stories in the business press almost every day that robots and Artificial Intelligence are now becoming so advanced that many people can expect their job to be automated in the next few years. Why should customer service be any different?

Amazon still ranks the book on several bestseller lists today, so Steven’s argument has become even more relevant with time. Steven’s vision projects that both digital and human interactions are important, but one cannot replace the other. In fact, what brands need to understand is exactly how best to improve a long-term relationship with their customer and where digital engagement might work best and where human engagement can reinforce their commitment to offering great support and experience.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

The idea of brands creating a customer engagement strategy that is customer-led makes sense. For instance, what is driving the customer to reach out to a brand and how best can the brand respond? The answer is “depends”. In some cases the best response will be automated because this offers an immediate 24/7 response. In others, a more personal service will be superior. The skill is in defining which customer problem requires which type of service because a mistaken choice – or preventing the customer from switching - can lead to a very poor customer experience.

Companies often compete on efficiency and price, but today, brands need to focus on relevance, value, empathy and authenticity in their customer engagement strategy, rather than just assuming that a great price will bring in the sales. Research published in the Harvard Business Review last year demonstrated that the relationship between personal service and digital service is far more complex than accepting that customers must use one or the other. HBR even noted that when an American bank introduced app-based banking customers undertook many more transactions using the app, but this resulted in many more in-person visits to bank branches too. Brands cannot plan for a binary strategy where personal service is entirely automated because customers define how they want to interact and sometimes they want to speak to a real person.

The research identifies three important reasons why we should expect human service to remain important:

  • Service is emotional and technology is not; HBR cites an example where Met Life insurance once offered digital condolences to customers calling to settle a death-related insurance claim. In very emotional situations like divorce, accidents, or even the death of a loved one, can you imagine how unnerving it is for a customer to deal with a robot?
  • People still turn to people for advice; humans are now very skilled at using digital channels for information –“To Google” has become a verb to search for information online and yet if the information is ambiguous or overwhelming then people still prefer turning to another person for advice. When Netflix recommends a movie we know it is an algorithm, not a person, but we accept this advice. However if a customer is searching for a hotel in Tokyo that accepts pets and over 200 possibilities are returned in a search then it’s normal to ask a travel professional or other travelers for advice. We value the judgment of others.
  • Sometimes automation means less effort for a brand, but more for a customer; even the most sophisticated new technologies can – and probably will fail. Anyone who’s used an automated phone service rarely has anything good to say about it, but they are still around confusing and frustrating clients. This is why companies like T-Mobile are now promising that human agents, trained in a variety of specialties, will replace phone menus and bots.

It is clear that automation will be more important in the next few years. Customers are becoming used to interacting with digital assistants such as Google Home, Amazon Echo, and Apple’s Siri. These tools are getting better and many contact centers will deploy intelligent chat assistants to help customers quickly and automatically.

Brands will use automation to increase customer engagement, to support employees and help them find relevant information quickly, and to reduce the friction of transactions – look at how easy it is to order a taxi or pizza today compared to a decade ago. But human interactions will remain important for customer service delivered by contact centers, in retail stores, and in other types of customer engagement.

Whenever you need to have an emotional connection to your customer, a human will always be far superior to software or a robot. Asking the automated system to express a false emotion – like the life insurance example I mentioned – is inauthentic. It feels bogus, like the company doesn’t care about my emotional needs as a customer that needs help.

The theme at the upcoming Leader Insights Forum in Barcelona will be ‘When Digital Becomes Human’, where we will continue to discuss the importance of an emotional connection and how to balance human and digital interactions.

As a warm-up session we are very excited to announce that Giovanni Tavani from Royal Canin will join the great Stefan Osthaus for next week´s webinar on HOW TO INCREASE THE RETURN ON SOCIAL MEDIA WITH HIGH-TOUCH TRADING – Feb 27, 15:00 CET.

Register here for this LIVE discussion with Giovanni whom is currently responsible for global customer care and social media operations for Royal Canin, a division of Mars Petcare. He has been working for global top tier corporations for more than 20 years and is a social media enthusiastic user and professional.

Giovanni has covered different management roles in customer experience programs across many different markets. Prior to joining Royal Canin, Giovanni was appointed as leader of Social Media for Dell, where he led different groups and initiatives.

If you are not in attendance, during the event we will be regularly publishing blog commentary here, which will re-cap the forum discussions and shorter comments featuring highlights from the speaker presentations via our Teleperformance Global Live Twitter feed. Please use the links here to follow all our social content, get involved and feel free to engage.

Source: https://teleperformanceblog.com/customer-experience/humans-in-cx-which-kind-of-customer-interactions-should-not-be-automated/

Publish Date: February 21, 2019 5:00 AM


2021 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 



View more from Teleperformance

Recent Blog Posts:
CX in the New Normal: Evolving Together with the Digital ShiftMay 26, 2020 5:00 AM
Introducing: The Teleperformance Cloud Campus: Work-at-Home ReimaginedMay 19, 2020 5:00 AM
Key Points: The CX Lab’s 2019 Global CX SurveyMarch 31, 2020 5:00 AM
High-tech, High-touch for a Better Customer ExperienceMarch 3, 2020 5:00 AM
The World of Retail is a Ground for Innovative CXFebruary 11, 2020 5:00 AM
Getting in Touch with Tech and the Human ExperienceJanuary 30, 2020 5:00 AM
Cruise Control: Latest Dispatch from the CX LabJanuary 9, 2020 5:00 AM
Delivering Exceptional Service through Emotional IntelligenceDecember 17, 2019 5:00 AM
Simpler, Faster, and Better Chat ExperienceDecember 12, 2019 5:00 AM
Customer Experience in the Time of FeedbackOctober 31, 2019 5:00 AM

About us - in 60 seconds!

Submit Event

Upcoming Events

Everything You Want To Know About The Most Prestigious Awards In The Industry! Read More...
 1080 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =