The wave of chatbots darkening the horizon has been frightening for those who are in customer service and support jobs. Many news articles have been written saying that chatbots will be the end of live customer service, and agents should start looking for new jobs now. But that’s not the whole truth; not at all.
Enterprise cloud contact center Aspect Software wanted to get to the bottom of whether customer service was really on the outs, so they put together some comprehensive surveys, and the results may surprise you.
I spoke to Joe Gagnon, SVP, GM, and Chief Customer Officer of Aspect Software’s Cloud Solutions. For over 20 years, Joe has had his eyes and ears on the company-consumer relationships, and I was lucky enough to get his take on Aspect’s recent consumer and agent experience surveys, which brought some striking results to light.
Give me a sense of what you do and what has brought you to this industry.
I fancy myself a “Consumerist.” I’ve spent most of my career looking at the evolving relationships between companies and consumers, and how content and customer engagement affects that relationship. On a daily basis, the agents that we support with our software touch over 100 million consumers globally, so it seemed a likely place to work at scale to improve the overall relationship between consumers and companies.
In my role as Chief Customer Officer I get the opportunity to work globally with our customers to move beyond just fixing their customer service problems. I help them engage more deeply with the consumers that they serve and set the foundation for a durable and long standing relationship with them.
Core to the work right now is how to evolve the way that the consumer interacts with a company, from using the phone primarily to make calls to using text or messaging as the primary way that they interact with a company. In partnership with our customers, we design strategies and approaches that help them better embrace consumers, enable them to serve their needs, and set them up with new capabilities that allow them to operate in a contemporary and captivating way.
What is the main problem today that keeps you up at night?
I have a simple mantra that I believe in deeply: human potential is infinite. In both my personal and professional life, I think about this every day, write about it, and use it as a call to action for me and everyone, everywhere. It is founded on the principle that we can all do more than we think we can, and I have made it my life’s mission to find out how true this is. In addition to my work roles I have focused on becoming an ultra-endurance athlete, and I started down this path to give myself an opportunity to continue to push myself to the physical and mental max and to see what happens when I do this.
I’d say the big problem that keeps me up at night is the fact that all too often, we stop short of creating a truly compelling experience for the consumer. There is just a tremendous amount of untapped potential that is there for the taking. Knowing that we can do more keeps me pushing our customers to think differently.
Read the source article at Entrepreneur.