Have you ever gone out to lunch or dinner and noticed that nearly everyone in the restaurant is using his or her smartphones? There’s a good chance that you’ve experienced this exact same situation, as we’ve all been guilty of being a little too attached to technology at some time or another.
But, with that said, technology has become an important part of our lives, helping us connect with others and work more efficiently. But is our addiction to technology disrupting interpersonal communication? According to a recent Harris survey, the answer is “yes.”
According to the survey results, 71 percent of respondents believe technology has improved their quality of their life. However, almost three-quarters of U.S. adults also believe that technology has become too distracting, even millennials (18-35) seem to agree according to the survey.
What’s more, a strong majority of respondents agree that technology is corrupting interpersonal communications (69 percent) and having a negative impact on literacy (59 percent) with these figures highest among baby boomers.
So what do these survey findings mean for contact centers? It’s quite simple; businesses must ensure that they’re maintaining a healthy balance between technology and human interaction.
While self-service technology is great for certain situations—for example, when a customer needs to check on their bill or status of a delivery—others situations call for communication with a live Communicator.
It’s for this reason why it’s extremely important that businesses offer various different communication channels to cater to consumers needs, such as live chat, social media, and telephone service.
While technology has certainly changed the customer care industry, it hasn’t lessened the need for Communicators. There are certain situations in which technology just can’t offer the same quality of customer care and, in these scenarios consumers need the help of a live, experienced Communicator to help solve their problem.
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.