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- Communications Workers of America Announces Union Principles for . . .
WASHINGTON, D C – Today, the Communications Workers of America (CWA) announced comprehensive new principles to guide union bargaining and public policy engagement over the implementation of artificial intelligence technologies in the workplace
- The Impending AI Shift In The Global Call Center Industry - Forbes
Call center experts globally agree that AI will significantly disrupt call center operations for the better, yet opinions vary greatly regarding the pace, scale and exact nature of this
- Unions Give Workers a Voice Over How AI Affects Their Jobs
Collective bargaining is a powerful tool workers can use to ensure artificial intelligence and algorithmic technology improve their jobs instead of make working conditions worse, and workers
- Belaboring the Algorithm: Artificial Intelligence and Labor Unions
Regulating AI will continue to be debated for the foreseeable future Employers, employees, unions, policymakers, and others must carefully navigate the intersection of technological advancements and labor and employment laws to shape the future of AI regulation
- Impact of AI on Call Centers: 7 Key Impacts in 2025
Explore the transformative impact of AI on call centers with 7 key benefits, from boosting efficiency to enhancing customer experiences and personalization
- How Labor Unions Are Leveraging AI to Level Up Organizing, Bargaining . . .
Unions are deploying AI-powered chatbots to answer questions, explain contract terms, and recruit new members on demand The Workers Lab and SEIU are even developing a generative AI chatbot to make contract information easier to understand and more accessible
- The future of AI call center automation in 2025 and beyond
AI automation in call centers refers to the use of technologies, such as chatbots and virtual assistants, to handle routine tasks like answering inquiries, resolving issues, and managing workflows without human intervention
- The right mix of humans and AI in contact centers | McKinsey
Two primary forces are shaping this landscape: the surge of AI and its continually expanding set of capabilities (including AI agents that can act independently of humans), and the renewed value placed on human agents as their role is reshaped by this technology
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