Can We Save the Call Center?

Want some sobering statistics for your call center? Customer
service representatives between ages 20 and 34 stay on the job
for an average of just over one year, according to the
United States Bureau of Labor Statistics. Further, the average
call center turnover rate is as high as 45% — and that's at least
twice the average turnover in other departments, according to the
numbers.


Call centers are going through a revolution, however. Tools like
AI and predictive analytics are driving automation and cost
reduction. Are these innovations enough to save the call center
and improve retention?


Jonathan Brill, HP's former global futurist and author of "Rogue
Wave," helped us try to crack the retention conundrum while also
discussing call center innovations now and what the future looks
like.


We caught up with Brill for our latest CX Decoded Podcast.