It’s Time to Kill Customer Service Email
from Contact Center Show Hosted by Amas Tenumah & Bob Furniss
Email was supposed to make customer service cheaper. It didn’t. It was supposed to make it more efficient. It didn’t. Instead, we built a channel where customers write essays explaining their problems, wait hours or days for a response, answer a follow-up question, wait again, and somehow call this progress. Maybe it’s time to kill customer service email. This week on The Contact Center Show, Bob and I get into that argument, plus: Salesforce getting very serious about the contact center. Why digital workforce management may finally be moving beyond forcing phone-era math onto email and chat. Why the back office might be a better place to spend your next technology dollar than another chatbot. And why the contact center technology market has become one giant game of Hungry Hungry Hippos where every vendor suddenly claims to do everything. Also, naturally, we end by discussing whether AI is going to kill us all. A normal episode. #CustomerService #ContactCenter #CX #AI #Dreamforce
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