Technology doesn’t change human behaviour - it amplifies it.
The printing press and social media didn’t create communication, they just made it global
Cars, planes and trains didn’t create wanderlust or curiosity, they just made it easier to travel
And the change from film photography to digital photography didn’t stop us from taking silly pictures… exhibit number 1:
Humans have always been…human.
As technology has advanced, it has amplified our behaviour. Sometimes, the pursuit of technological advancement highlights what’s missing. Social media is an example of this: we constantly seek connection but it doesn’t resonate when it’s not authentic.
We can’t have a conversation about technological advancements without discussing AI. Currently, you can’t exist anywhere online without interacting with AI. It has revolutionised communication but we argue that it hasn’t amplified human behaviour. It’s amplified technological behaviour.
AI is easy to spot because it’s distinctly not human. It's efficient and intelligent but it can’t replicate the human touch. (Here’s an AI example of this sentence: AI is easily recognizable due to its distinct lack of human qualities).
In the world of contact centres human contact is so key, it’s literally in the name. It doesn’t mean we don’t like AI - in fact, it’s becoming useful for translation services and automation, but we wouldn’t rely on it entirely for delivering customer service.
The strength of a contact centre is its people. In both our centres (Swansea, UK, and Durban, South Africa) we’ve seen firsthand the power of delivering excellent Customer Service by leveraging the strengths of our people, not just technology.
