Why are so many people in contact centres based in Ireland?
One day, as I was skimming LinkedIn, I counted 5 contacts who recently started working in one or another customer support function in Dublin.
Of course, there is the low tax rate and there's a lot of immigration - but are there other ingredients that make the Irish so good at customer service?
We wanted to find out.
Online tools and Artificial Intelligence help customers solve their problems without human interaction. Does this mean that Contact Centre agents are doomed?
Not at all. But companies are recognizing that the contact centre agent needs to evolve, drop the scripts and approach the customer in a new way.
Here's how to do it.
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