Some business commentators have recently argued that the traditional contact centre is finished. Robots, voice recognition and Artificial Intelligence (AI) are all creating an environment where customers will no longer need to speak to a human when they need help – the robots will be faster and better.
I beg to differ. The technology is getting better no doubt, but I believe the role of the contact centre agent is becoming more important than ever for brands that want to build a better relationship with their customers. With an increasingly complex customer journey, this ability to empathise and connect is more important than ever.