Ask ChatGPT whether AI will replace humans in the customer service industry, and it will offer a diplomatic answer, the summary of which is "they will work side by side". Humans though, are not so ...

We live in a world of call centres. Employment in call centres is still rising. In B2B markets, the call centre may be as large as a consumer call centre, or as small as a few desks. Whatever size ...

OTTAWA — The Canada Revenue Agency’s contact centres provided accurate responses to questions about individuals' taxes only 17 per cent of the time between February and May 2025, the federal auditor ...

The pandemic is a severe stress test for the business continuity plans of global corporations. The operators of call centres are playing an important role in meeting that challenge, and it has not ...