Striking the right balance between automated and manned customer service

Telecoms.com periodically invites third parties to share their views on the industry’s most pressing issues. In this piece Jeremy Payne, International VP Marketing at Enghouse Interactive looks at the growth of digital customer service and warns that a balance needs to be struck with the traditional channels.
Most businesses have accepted that digital customer service represents the way forward. It is happening, whether they like it or not.  What many organisations are wrestling