Self-serve and automation vs human-touch and personalisation.
Digital tools and technology can strip away more functional, mundane and commonplace tasks from the human to-do list, allowing staff to focus on empathising, problem solving, connecting with customers and being more creative.
Engine’s Client Services Director, Paddy Whiteway shares his thoughts with leading technology website, IT Pro Portal.
“Technology is proving more effective and valuable for both lower-level, administrative ‘jobs to be done’, and delivering instant information and connectivity to frontline service teams, but at certain points where there’s complexity, ambiguity or just a personal preference, human intervention is still required.
Real-time technical advice, building relationships, understanding personal circumstances, handling service disruption and resolving issues are best handled by people, supported by technology to inform and empower them.”
Read the full article here.