Humans have a deep need for meaningful contact with other humans. But, the likelihood of meaningful contact is low during a “change-my-address” call”, or an online chat about a “login issue”.
Let’s not hold back contact reduction projects because of well intended, but confused, arguments on the need for contact. By removing the need for meaningless contact we: – make our clients’ lives a bit better – end de-humanising work in our contact centers – improve the financials of organisations.
Let’s do this together!