Guest Blog: “Zhuzhing Up” Humans in the Contact Center
ShepHyken
JUNE 28, 2019
But a much-ballyhooed automated hotel in Japan recently added more humans and scaled back on its droids due to inefficiency and cost-effectiveness, as did a grocery store which also had to deal with the “creepiness” effect. In general, technology is augmenting —not replacing — the employee. Fewer phone calls, but more complex conversations.
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