Call Centers: In Search Of The 70 Percent Solution

March 6, 2018

Call centers.

Call them centers of consumer frustration?

You know the drill. The standard way of getting help – the automated kind (through interactive voice response) – just isn’t cutting it. The chatbot isn’t enough.

There’s a need for a human on the other line – the hand-holder, who will assist with the technical problem or the transaction gone awry, or perhaps the recurring payment that didn’t recur...