Providing a human touch will make your NLU-enhanced call center seem more inviting to customers and will result in positive user reaction and increased usage. Getting to the Point From a non-technical perspective, perhaps the most enticing reason of all to enhance a call center with NLU technology has to do with perception and customers' time. Customers suffering a lengthy, cumbersome interaction that is burdened with multiple transfers and waits will perceive that your company doesn't care much about their needs or the value of their time. Granted, not many will change business relationships because of a single call center interaction experience. However, centers that continue to rely on multiple, slower contacts risk compromising customer relationships over time.
Perception is reality in the call center business.
Jay Patel is the senior vice president and chief technical officer at Periphonics Corporation. Us Copyright 1996-2000 Advanstar Communications. Please send any technical comments or questions to our Webmaster .