Risk levels on platforms like Will Robots Take My Job rate call center agent or customer service representative roles at a high risk category of 61 - 80%, reflecting their vulnerability to being ...

According to a December 2024 Gartner survey, 85% of customer service leaders plan to explore or pilot customer-facing conversational generative AI solutions in 2025. According to a separate Gartner ...

Shep Hyken, a customer service expert, has also researched call center fatigue. It shows that 32 percent of consumers admit to yelling at an agent, and 24 percent say they have cussed at one.

A pioneering study by Anirudh Sharma Peri, a technology researcher and customer service specialist in the United States, ...

The other piece of the puzzle is being able to intelligently match the right contact center agent with the right customer and the right channel. It’s not easy, but it pays off. “There are different ...

As Han Butler, president and co-founder of ROI CX Solutions explains, AI can play an important role in call center operations — but only when it is used correctly.

For airline customer service workers ... Travelers also have an option to chat with a United agent on their phone or do a video call. If people have more complex questions or are sorting logistics ...