Don’t speak: Has Covid-19 caused the demise of the call centre?

Is the call centre doomed? Many companies have had to completely reorganise their operations during the Covid-19 pandemic, with some turning to chatbot technology to support or replace their call centres. In this programme, we speak to Rob LoCascio, CEO of LivePerson, which specialises in this technology. He has seen a massive increase in demand for its services in recent months and believes the pandemic has caused a permanent shift in the sector that employs some 15 million people around the world.

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In This Story: COVID-19

Covid-19 is the official WHO name given to the novel coronavirus which broke out in late 2019 and began to spread in the early months of 2020.

Symptoms of coronavirus

The main symptoms of coronavirus are:

  • a persistent new cough (non productive, dry)
  • a high temperature (e.g. head feels warm to the touch)
  • shortness of breath (if this is abnormal for the individual, or increased)

Latest News about Covid-19

Below are stories from around the globe related to the 2020 outbreak of novel Coronavirus – since the WHO gave the Covid-19 naming. Most recent items are posted nearest the top.

5 Recent Items: COVID-19

  • Boris Johnson says B117 COVID-19 variant may pose higher risk of death | ABC News
  • Health Canada approves Canadian-made rapid COVID-19 testing system
  • Covid: Number of patients on ventilators battling coronavirus tops 4,000 for first time | ITV News
  • Doctors’ leaders warn vaccine second dose delay may “undermine effectiveness” – BBC News
  • The West Block: Jan. 24 | Canada’s Governor General resigns; pipeline politics; vaccine delays
  • In This Story: France

    France is a republic and the largest Western European nation. Through expansion and colonisation in the 17th and 18th centuries France became a great power and still retains territories around the world. It has a seat on the UN security council and is the world’s fourth most wealthy country with a high standard of living and strong cultural identity.

    6 Recent Items: France

  • Claire Denis’ latest film stars Juliette Binoche as RFI journalist
  • Iconic TV and radio interviewer Larry King dies at 87
  • Taiwan denounces incursion of air defence zone by Chinese fighter jets, bombers
  • ‘America is back and we have big expectations’: EU Commission VP Vera Jourova
  • Thousands across Russia rally for jailed opposition leader Alexei Navalny
  • Hong Kong orders thousands to stay home for two days in city’s first Covid-19 lockdown
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