Contact centers are under pressure to automate, cut costs, and reduce customer contact. But are efficiency targets improving service, or simply making it harder for customers to get help?
In this CX Today interview, Rhys Fisher speaks with Natalie Beckerman, Chief Business Officer at iQor and author of When Did You Stop Caring?, about the “caring recession” she believes has taken hold in customer service.
Beckerman explains why containment, deflection, and average handle time can hide unresolved customer problems, repeat contacts, and declining trust.
She also shares where automation can genuinely improve the customer experience, when it becomes a barrier to human support, and why agents should be involved in journey and technology design.
The conversation covers:
Why reducing contact is not always the same as improving CX
The customer-service risks hidden behind containment and deflection rates
Why repeat contact can expose a failed self-service journey
Where AI and automation genuinely make service easier
How automation can trap customers in loops and block human help
Why frontline agents should shape service and technology decisions
The metrics leaders should use alongside efficiency measures
Natalie Beckerman’s book, When Did You Stop Caring? Reignite Humanity in a World Obsessed with Efficiency, explores how businesses can restore care to customer and employee experiences.
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