Despite dire predictions that self-service will render the call center agent obsolete, the opposite is true. Call center employment continues to grow at a healthy clip. According to recent research published by leading industry thinker Paul Stockford of Saddletree Research, the U.S. call center industry added nearly 52,000 new jobs. Some of this growth is attributable to the staffing of health insurance exchange contact centers as a result of the Affordable Care Act, but much of it is industry growth.
However, the impact of self-service skills and competencies that today’s agents must possess is undeniable. Customers are better informed than ever before with more resources at their disposal to research alternative... Read more »