Can We Save the Call Center?

Want some sobering statistics for your call center? Customer service representatives between ages 20 and 34 stay on the job for an average of just over one year, according to the United States Bureau of Labor Statistics. Further, the average call center turnover rate is as high as 45% — and that's at least twice the average turnover in other departments, according to the numbers.

Call centers are going through a revolution, however. Tools like AI and predictive analytics are driving automation and cost reduction. Are these innovations enough to save the call center and improve retention?

Jonathan Brill, HP's former global futurist and author of "Rogue Wave," helped us try to crack the retention conundrum while also discussing call center innovations now and what the future looks like.

We caught up with Brill for our latest CX Decoded Podcast.