The Next Wave in Customer Service Technology

Spoken | August 9, 2016

Howard_Lee_Touched This morning, Spoken’s CEO Howard Lee spoke on the Next Wave in Customer Service Technology at the Support and Service Management Breakfast. If you missed it, below are his key insights into call center and customer service trends and how call centers should react to both.

The challenges faced in customer experience are different today from even just a year ago. Customer expectations are lower than ever, but the satisfaction threshold is higher than ever. And with interactions spreading out over multiple modalities, including voice, chat, email Twitter and Facebook, customer service teams are becoming more fragmented. Howard Lee presents a technical exploration of how to keep pace with the trends in call center technology.

The Next Wave in Customer Service Technology
View more presentations from Spoken Communications Howard Lee is a customer service industry expert with 25 years of experience focused on call center technology and profitability. Lee is the CEO of Spoken Communications a speech recognition technology company providing virtual call center solutions. Formerly the CEO of PhotoWorks, a NASDAQ traded company and Senior VP of Disney Direct, Lee has been responsible for profit and loss, call center technology operations and marketing of several large call center operations. Related Posts Plugin for WordPress, Blogger...