When Customer Service Representatives are hired, we rely on background checks to verify identity. While criminal background checks and calling references to verify past employment are common, the process is flawed and easily “hacked”.
Imagine if all life’s major events, such as graduating high school, obtaining a driver’s license, being arrested, or being fired, were recorded as transactions in a personal blockchain. As creepy as it sounds, this is a possible future application of blockchain technology that has real merit; it has the potential to rewrite the way we manage and verify personal identities.
While blockchain technology isn’t limited to the contact center space, it certainly has the potential to transform how we protect our clients and ensure we’re hiring the best possible people. As a technology, blockchain is currently in the incubation phase, but its implications will soon be widespread, and we would be wise to plan for how it will impact our business and our world.
Embracing the Change
From telephone switchboards in the first half of the twentieth century to chatbots and automation today, technology has been weaving its way into customer service for decades
These changes are happening at an increasingly rapid rate, causing many in our industry to question where we’re headed and how this rise of the machines will impact us. However, there’s no evidence these technologies will replace the human aspect of our businesses; every indication points towards it enhancing our humanity and strengthening brand experiences.
People want to interact with people. These technologies will serve as yet another interface to make that interaction easier, more efficient, and ultimately, more human.