Gamma Customer Operations Director Patricia Farrell believes introducing a ‘human touch’ to customer engagement is vital to improve customer service levels and unlock business transformation.
Speaking in advance of National Customer Service Week (October 5th-9th) Farrell said that despite digital advancements in robotic process automation and Artificial Intelligence, UK customer satisfaction has flatlined in the past three years.
“Real transformation can only happen when businesses ensure that the design of systems and processes truly has the ‘human’ at the centre of it, from creation to delivery,” she said.
“People are undoubtedly key to this process. Of course, digital programmes and augmented digital capabilities are paramount in terms of transformation, but fundamentally people are at the heart of any organisation.
"There is a clear link between improving employee engagement and an increase in customer satisfaction. Empowering and giving employees the belief and ability to achieve more is vital.
"Our future is in our people, fusing technology and human interaction in an ever-changing competitive environment.”
During National Customer Service Week, Gamma will share insights into the work of its customer service team who support customers and partners daily.
“This week-long event offers an opportunity to highlight the vital role customer service plays in making our business successful and to celebrate the work of our team,” added Farrell.