I recently wrote an article entitled, "Technology and the Human Touch," which was published in the Call Center Times. This topic is especially important to call centers, because telephone support representatives have only a short window of time to make an impression on their customer--without the important elements of good customer service skills including eye contact, gestures, and posture.

My article discusses the pitfalls of IVRs, Email, and the Internet, and how these technologies (when implemented improperly) can have a huge impact on customer satisfaction.

To read the full article, visit http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/244/Default.aspx.