It sounds like call center representatives are gonna get cut. They all jumped on the WFH angle, when asked to RTO, most refused. Now it’s time to go and let automation take over.
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Placing the customer first by having them deal with AI. That should keep winning them over. Appears to be a toss up for the next CEO between Homer Simpson and Peter Griffin.
Customers are already desperately unhappy with offshore customer service. If they cut FIOS customer service agents it will be a mess, just like the 2010 layoffs. They had to hire a bunch more agents after that.
Yes, we already knew about the merging of vz and vzw work but they're asking too much to do that. The learning curve is steep for both types of agents. Using AI just makes the calls longer.
@OP vz and vzw reps will be doing each others work after new contract is reach. Vz and vzw tech workers will as well