SpeechTEK 2010 Keynote: Emily Yellin

“Your Call is (Not That) Important to Us” provides insight, joy, frustration and humanity in an increasingly automated, impersonal customer servicescape.

As you know by now, GM Voices will be exhibiting at SpeechTEK 2010 (visit booth 409 for a magical customer experience).

To our surprise and delight, Monday’s (8/2) keynote will be delivered by Emily Yellin, author of “Your Call is (Not That) Important to Us,” an exhaustive overview of the challenges, opportunities and pathos of the modern-day call center and customer experience landscape.

At GM Voices, we’re always engaged in Voice Branding/customer experience trench warfare; a forceful education for companies that don’t fully grasp the importance of the automated touch point. The blogosphere buzz surrounding Yellin’s book was palpable, and after purchasing the book following an intriguing Wall Street Journal write up, we found that it was much deserved.

An oversimplified distillation of the book would be as follows: Companies are automating and outsourcing to stay profitable, and customers aren’t always happy about it. It’s a necessary evil, but different companies are handling it in different ways; some disastrous, some surprisingly effective. The ones that do it right have the highest level of customer satisfaction, and often times the cheapest route (at a surface level) isn’t the most economical in the long run.

This blogger regretfully won’t be attending the show, but maybe I’ll pass along our book for a signature and a Flip video camera for the speech.

Pick up a copy and learn more about the customer and human experience in the 21st century.

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