Talk to me

 I love this article in the Daily Telegraph about emotion detection for contact centres. 

It makes me realise how complex an interaction contact centres have with people, and that if we are only at the stage of computers detecting emotions then true customer service can never be fully replaced with machines.

On the downside, it makes me worry that there are people out there who are happy talking to IVRs…?  Or even a perception that people are happy talking to IVRs…

About Richard Kenny

Richard is Head of Global Contact Centre Marketing and is responsible for defining the strategy, and planning and directing worldwide sales, marketing, and business development activity for contact centre customers.