As economic pressures increase and companies look for ways to improve their bottom line, many brands deploy technology to support the customer experience, as well as to lower overall costs. Some of the technologies companies use to support the customer experience include automated phone systems and interactive voice response systems.

These systems guide customers through standard sales or service processes and procedures to collect information from the customer in advance of a human interaction, while others replace human interaction altogether with a self-service framework.

Información relacionada:

• Nota de prensa y Audio: 3 Habits of High Ranking Customer Service Champions
• Acceso al documento previo registro: Beyond satisfaction: 2012 Customer Service Champions. Brands that Deliver Service Excellence to Maximize Business Results