The Consequences of AI-Induced Head Count Reduction for Contact Centers
David Menninger's Analyst Perspectives
MAY 8, 2025
I urge people not familiar with this time to search 2006 IVR cheat sheet and gethuman.) While its plausible to assume that extended automation and head count reduction lead to significant cost savings in service operations, there will be brand-management effects that affect the business more broadly. Then came social media.
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