The role of the call center agent is changing as customer habits evolve and technology advances.
Rising interest in digital self-service prompted L.L. Bean to cut its call center hours starting in July, though a large majority of its 500 call center staff will remain unaffected. Earlier this year, American Airlines said it would lay off 656 customer support workers as it streamlines the inquiry handling process.
Generative AI is having an impact on operational strategies as well. The technology can help customer service teams manage stress and burnout by powering self-service options for simple inquiries, leaving agents to handle fewer, but more complex, calls.
