Call centers can run through as much training as possible to ensure great accuracy from their agents, but agents will ultimately make mistakes. This is natural, as humans are bound to make mistakes and each person reacts differently to situations and scenarios. But the ICMI article “Can Technology Mitigate Human Error and Improve Call Center Accuracy?” by Art Coombs argues that this fact shouldn’t scare you. Rather, you should to use this knowledge to determine the right blend of technology and human interaction to deliver the best customer experience possible. The article goes on to discuss various ways technology can help improve accuracy in your call center.
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