How can companies ensure that their customer service team is effectively utilizing technology to enhance customer experiences, while still maintaining a personal touch in their interactions?

Companies can ensure that their customer service team is effectively utilizing technology by providing comprehensive training on how to use the tools available. They should also regularly monitor and evaluate the team's performance to identify areas where technology can be better leveraged. To maintain a personal touch in interactions, companies can encourage team members to personalize responses and show empathy towards customers, even when using technology. Additionally, providing opportunities for face-to-face interactions or phone calls can help build stronger relationships with customers.