Colin Taylor, Chief Chaos Officer and Contact Center Consultant, Taylor Reach Inc: Yes, Chatbots and voicebots are becoming more popular, Because of the surges in contact volumes. Solomon: With business futures seeming more tenuous than ever, some of my clients are eyeing the current landscape as an opportunity for cost reduction. I’ve therefore been promoting cost reduction opportunities only where I see them as a win-win. Solomon: And my parting thoughts would be: For all of us in customer service, let’s keep remembering that what we do is important. So I advise my consulting clients, over and over and over, as I know you do as well, that a call center is not just a cost center.

Source: Forbes May 18, 2020 17:43 UTC