The Economist recently published an article that said robots will eventually cause the disappearance of call centers. I agree with this article though I believe humans are still a critical part of a good customer experience, in the future they might not be. We are already programming our technology to be smart. We are creating technology that knows us, that eventually will be able to  make decisions on our behalf. This may be bad news for places like India and Manila in the Philippines that have people depending on those jobs. The middle class in the Philippines has grown as a result of the contact center industry. The article gives some interesting insights and statistics about Manila culture and how the contact industry have influenced the area—sometimes for better, sometimes for worse.

from Forbes – Tech http://ift.tt/1Qijo8r
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