Are call-center agents already robots?
Tags :agentsalreadycall centerrobots
Call-center agents get daily more and more metrics to hit. But at the same time, their work gets repetitive over and over again, forcing them to “shut off” their brains towards the activity at a certain point, making them merely robotized shadows of themselves when at work. Do the customers lose from that? Do the agents themselves? Or the goals of the business. Read the article below to find out more.
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