ABSTRACT
Palmer makes the point that today’s customer interaction is, on the surface at least, very similar from the way it was in the past. Call centers are, after all, still 99% telephony-driven from the customer point of view. Agents account for the majority of contacts, with 10-20% sliced off by a voice response system. “But that’s dramatically going to change because of the enabling technologies,” he says, as companies make better use of everything from automatic teller machines to video, e-mail, fax-on-demand and, of course, the Web.
