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Good day, everyone. I have an interesting question and I hope it will start a deep discussion here. Are call centers still relevant in the digital age?
For complex issues, yes and it won’t go away in an observable future. There’s this article https://enthu.ai/blog/what-is-a-call-center/ that shows 57% of customers still prefer calls for sensitive matters (billing, tech support). I revamped ours so AI handles call routing and provides agents with customer history mid-call. Resolution time dropped 30%. Sometimes, a human voice is the best algorithm.
Call centers remain relevant in the digital age, adapting to handle complex Block Blast issues and provide human connection where automation like chatbots falls short, with the market still growing past $300 billion in 2023.
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