Is AI Making Call Center Agents Better Or Replacing Them? [Forbes]
HubSpot, Inc. (HUBS)
Last hubspot, inc. earnings: 2/12 04:11 pm
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Source: Forbes
Getty Images Working in a call center is no walk in the park. Agents deal with a constant influx of calls, often from frustrated or distressed customers, while juggling the pressure to resolve issues quickly and empathetically. The emotional labor involved makes call center work one of the most demanding jobs in customer service. According to HubSpot's 2024 Annual State of Customer Service Report, 82% of customers expect immediate problem resolution from customer service agents and 78% expect more personalization than ever before. These mounting expectations, combined with stringent performance targets, contribute to high burnout rates among call center agents. But this is where AI comes in. AI is changing the way call centers operate, promising to make life easier for agents and customers. HubSpot's report revealed a staggering 92% of customer relationship management leaders say AI has improved their customer service response times and 71% plan to increase AI investment. But
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HUBS
News
- HubSpot, Inc. (NYSE: HUBS) had its price target raised by analysts at Royal Bank of Canada from $750.00 to $825.00. They now have an "outperform" rating on the stock.MarketBeat
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HUBS
Earnings
- 11/6/24 - Beat
HUBS
Sec Filings
- 1/3/25 - Form 144
- 1/3/25 - Form 144
- 12/30/24 - Form 4
- HUBS's page on the SEC website