New technologies for customer service provide myriad channels for the public to connect with the companies they buy from – from live chat to email and social media.
Some forecast these emerging communication conduits eventually taking over customer preference as they tire of waiting on hold and wading through phone trees. But this assumes technologies for phone customer service won’t also improve to provide a better user experience.
Drumbi founder and CEO Shervin Talieh will discuss this topic with three other panelists during a live debate on Google+ later this month called “Will Technology Kill the Call Center?” Talieh believes that in the long run technology could feasibly kill the call center, but not because consumers will stop calling. He says increasingly sophisticated mobile customer service technology (including those made by Drumbi) will instantly route calls, making voice support more efficient and massive operations unnecessary.
Research firm Software Advice is hosting the event on Sept. 27 at 1 p.m. CST. Participants will answer a set of questions one by one, with opportunities for a rebuttal after each response. To watch the debate and chime in with your own questions, visit Analyst Ashley Furness’ Google+ page that day and comment in the feed. Add her to your circle on Google+ and she’ll send you an event reminder.