Source | Karthik Subburaman, Country Manager of ECC International (ECCI) & Apex Global Learning
As technology progresses, so does society. At present, technology seems to function at the core of every business and people’s lifestyle—from gadgets, machines, automation, and artificial intelligence, technology is at the heart of these processes, and each unit of society can’t seem to last a day or two without its assistance.
However, despite the continuous movement of people towards futuristic innovation, this advancement has its own pros and cons, especially when talking about businesses and industry trends.
Recently, there have been a lot of expert discussions and growing notions that center on how technology will replace people in the upcoming years. While we can’t deny the fact that technology is a huge resource, the people who work behind these remain to be the greatest asset, and it would continue to be so. Here are three reasons why:
- Return on investment? Return on humans.
When it comes to sales and customer service, a “human” approach is the better response. While software can store and secure lots of data in one click, it can’t provide immediate answers to concerns nor generate continuous leads for sales with the same strategies over and over.
With the improving economy and gig/remote opportunities, human talent can take businesses to success with their own skills at their own rate. Even machines reconnect the call to humans when it can’t do the task.
- Implementing technology? Do it the right way.
Handling product software, machines, and equipment is a double-edged sword. When done and controlled properly, it will become the greatest tool in helping businesses strive and improve better. But when done in an incorrect manner, it’s no secret that technology will leave a dent in business processes and result in wasted resources, time, and costs.
After tons of research and meetings, what comes next after the great purchase is to study, comprehend, and understand how it works or else, it will fail. There are issues at hand that only humans can fix especially in terms of background details and troubleshooting.
- Automation? Opt for human formation.
It’s easy to choose technology when it comes to faster and updated business servicing. After all, technology is now available everywhere and can be maximized until its last usage.
Putting this into account, one process that has been utilized is automation. These are automatic responses and procedures customers receive and businesses employ to let them know their concern is acknowledged and will be resolved in a few.
This status quo has been going on for years now, and while it helped in streamlining communications, customers are yet to get the best service they paid for, as automation won’t automatically solve problems that require the human touch.
At the end of the day, customers are still the lifeblood of business. Customers only want one thing: they expect a memorable service in return for their purchase. The best way to do this? Form and train each team to uphold customer service.
People want businesses and services to be as human as possible. Customers won’t talk with a processed machine when it comes to immediate concerns at hand. Employees won’t want to work for robots as they want to learn from top management face-to-face, not just digitally.
In a world of technology breakthroughs, be a people-oriented business. Focus on creating human-centered processes and don’t leave everything up to technology.
Karthik Subburaman is currently the Country Manager of ECC International (ECCI) and Apex Global Learning. He has notable experience as a lead consultant and solution architect for clients across industries – in the areas risk management, business process re-engineering, corporate sustainability strategy and organizational learning management. Among other expertise, he has an eye for problem solving, decision analysis, and quality excellence helping a number of companies across industries to improve business processes and learning improvement and sustainability.