One trend to watch is the continued loss of call center jobs. While at lot of these jobs have already fled to nations in Asia, the bleeding hasn’t stopped. And it’s going to get worse.
Apps, chatbots, and straight-up digital employees are going to decimate this industry, especially in the lower tiered positions occupied by the most economically vulnerable in those Asian nations.
But it’s going to cut deeper, because the automation isn’t only going to affect front-facing positions (where it’s already chipping away several % per year as systems and customers solve problems themselves).The programs that operators use to help […]
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