Richard Atherton

Sep 19, 2023 | smartcustomerservice.com | Richard Atherton

Call centers have seen radical change in the past few years since the COVID-19 pandemic. According to a study by McKinsey, remote work adoption in call centers increased from 20 percent to 30 percent pre-pandemic to 70 percent to 80 percent during the pandemic. Aside from remote work, more call centers are now focusing on self-service tools like chatbots to assist customers.

May 11, 2023 | arxiv.org | Richard Atherton