Source: Featured Blogs - Forrester
Forrester's projection suggests contact center economics are shifting—operators can't sustain high-volume, low-skill labor models. The pressure isn't just job losses but control over the transition. Companies that retrain existing workforces into AI supervision and complex case handling retain institutional knowledge and customer trust. Those treating it as simple automation face service quality collapses and churn. Customer service is where brands meet their most skeptical audiences. A decade of AI-driven workforce reduction will force the market to choose between cost efficiency and the human touchpoints that build loyalty.