Offshore Or Automated?

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"The general upheld myth is that everyone wants to talk to an agent," Buckle said. "People are really changing their preferences when it comes to contacting organizations." According to the ITA survey, just more than a third of call center managers believe that all customers would rather speak to an agent than a speech recognition system. Around 29 percent say they have not used a speech recognition system solely because of the cost. However, 62 percent of call center managers agree that speech recognition systems offer a better customer experience than touch-tone self-service systems.