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Call Centers: In Search Of The 70 Percent Solution

Mar 6, 2018 PYMNTS

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…