A litmus test for what to automate and what stays human
Jose Jordan keeps a simple litmus test for automation. Payments and balance checks belong in self-service, while complex, multifaceted calls go to a human who can audit the account and explain what happened. As more gets automated, the calls that remain demand sharper, more knowledgeable agents.
Jose, Director of Customer Service at Curacao, tells Rob Dwyer how mirroring a frustrated caller's words almost verbatim softens their tone, why a hands-on training week builds agent confidence, and how explaining the why behind every change earns real buy-in.
Topics discussed:
Mirroring a caller's…
The skinny
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