Al Bessin

Al Bessin
Technology’s Back-end Effect

The rapid development of sophisticated technologies has been tantalizing. So much so that it’s been suggested companies can improve efficiency by replacing expensive, variable-cost human labor with incredibly efficient hardware and software, both fixed costs. Such promise has led to change in the call-center business, beginning with call-routing menus and leading to sophisticated, interactive voice recognition systems. Despite countless horror stories of customers lost in “promptland,” most of this technology has been developed with the best intentions. Yet numerous studies have shown this promise often has remained out of reach. A recent Aspect Contact Center Satisfaction Index survey found that 55 percent of customers