Technology for its own sake
Posted by Perry Lewis on Sun, Nov 15, 2009
I recently had an interesting discussion with one of the well-known leaders in his market, Erik Amelink of teleWORKS. Buying into an IVR solution is not about technology; it’s about providing better service for your customers and leveraging your staff’s time. Yeah, the technology is very cool, but it’s really about eliminating some of the most tedious and unpleasant parts of your workflow, so that you can make more intelligent use of your resources.
As I discussed in another post, do you really WANT to be in the business of calling people about their delinquent account? 
Do your customers really WANT to be called by someone in your office, or is this something that both parties would do better by being automated?
A significant part of employee turnover can be attributed to doing unpleasant tasks like delinquency reminders. As the technology improves, those organizations that can communicate with their customers in more ways and eliminate repetitive, time-consuming work will be able to respond more quickly to their leadership and their consumers.