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News : Follow Spanish Ban on Call Centre Bots, Says Tees Business Leader

#contactcenterworld

Stockton, UK, Jan 4, 2022 -- Martin Anderson, CEO of Stockton-based Lemon Business Solutions has written to consumers minister, Paul Scully MP, urging him to do more to tackle shoddy customer service from companies using robots to address complaints.

In his letter, Mr Anderson referred to legislation emerging in Spain where Mr Scully’s counterpart, Alberto Garzón, has proposed legislation to give consumers a legal right to speak to a human rather than a robot on customer service calls. The Customer Attention Bill, which is expected to become law in 2022, will apply to companies with more than 250 employees or £42million in annual turnover and automatically to those providing water, energy, transport, delivery, telecommunications and financial products.

Mr Anderson stopped short of calling for the same approach in the UK, instead urging the minister to consider establishing a code of best practice for customer service, especially for organisations providing critical services.

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....CONTENT CONTINUED BELOW

Martin Anderson, CEO of Lemon Business Solutions, said: "The pandemic has been used as a ‘get out of jail free’ card for many frontline, customer-facing, organisations which have blamed increased response times on COVID-19 restrictions. This cannot be allowed to continue.

"Organisations, especially those providing key services and utilities, must be held to account for poor customer service and over-reliance on chatbots. There is, of course, a double incentive for them to do so: they save costs on staffing; and customers find it more difficult to access refunds or change providers.

"I look forward to receiving the minister’s response to my plea, on behalf of consumers everywhere, who have fallen foul of shoddy customer service by organisations cutting corners at the public’s expense!"

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://bdaily.co.uk


Today's Tip of the Day - Buying New Technology

Read today's tip or listen to it on podcast.

Published: Thursday, January 6, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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