The Forgotten Power of People

Can you imagine going to the office and having a conversation with your robot boss about your needs? Challenges? Emotions? Your development?

Can you build relationships, connect emotionally, or even become loyal?

This is exactly what you should remember as you build your customers' support digital strategy: customers are human beings, regardless of how many bots you can implement and all that they can do. Robots will remain robots!

Don't get me wrong! Robots are great at handling routine inquiries, gathering data, automating tasks, or answering frequent questions. They are also great at giving you more time to do much more and deliver something exceptional, such as:

• Build a stronger employee experience by developing your team and encouraging them to bring meaningful value to customers and the business.
• Strengthen your team's skills on how to effectively communicate, listen actively, and show empathy.
• Empower and enable your team to create personalized, seamless experiences, improve human interactions, and create long-lasting relationships with customers.
• A chance to spend more time with your team, build connections, and support their growth. "An excellent customer experience starts with a great employee experience".

Technology is exciting, tempting, and evolving rapidly, from chatbots to chatGPT to many more. Technology continues to evolve, but customer expectations evolve as well!

Many companies are focused on implementing AI in their contact centers just to save cost, follow the trend, or copy competitors. However, winning customers' loyalty and trust should have been the main driver. Things that cannot be achieved only through automation or robotic responses. It's about creating memorable, positive experiences. When AI and technology enable your teams, strengthen your teams, empower your teams, and not replace them.