Per their new initiative statement, we're going to update the NA contact center (specifically) to using IVR, canned responses, redirecting them to use the online chat feature... oh and just overlook "live agents managing multiple chats".
These chats are live (text) conversations that are meant to have the same flow and breadth of information and responsiveness as any phone conversation... so we're just making single employees now handle 2-3 accounts at the same time? Presumably held to the same quality standards as well.
How can they imagine this will ever work out?