Call center companies in the US are training workers to make them ‘super agents’, and paying them more money for doing their jobs, as one of the measures that the industry is taking to counter the threat to jobs from automation. According to a CNN report, although robots may soon be able to answer basic questions from customers, customers are increasingly looking for detailed answers to more personal, specific questions. In response to this trend, call center companies want to make interactions as useful as possible, so they will still need to provide more sophisticated human interaction, according to the report. Companies such as Charter Communications are now investing in their local workforce with more training and better wages to create a higher-quality of service in their person-to-person customer service and so driving increased value in their businesses.
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