As Contact Center managers spin around feverishly trying to keep up with the latest self-service trends, customers are continuing to do what they have always done…pressing zero a bunch of times trying to reach an live person! Although technology is our friend when it comes to our smart phones and talking cars, customers still have a tendency to want to talk to an agent, even for the simplest of tasks.
This seems to hit the banking industry especially hard. A live person telling a person their bank balance is somehow more reassuring than hearing it from an automated voice. But is answering this simple inquiry in this manner an efficient way to conduct your business?