While most new customer service technology is geared towards web applications and the use of AI to improve results, your buyers are people. You must improve the human experience in all facets of your operation, from a buyer–website interface to customer care agents and your overall workforce. Breakdowns in any area affect your overall efficiency. That means that as we rely on computers, software, and analytics to find areas to improve, implementation of those advised parameters must still be done under the auspices of improved human experience, not just profits.
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