Charter Layoffs Impact over 1,100 Call Center Employees

Charter is laying off over 1,100 employees in four locations, with plans on migrating some of those who are willing to move into other call center locations. Other Cable Operators are also cutting back staff as they have been hit with video losses from cord cutting, and more recently the loss of broadband customers. Competition from 5G Fixed Wireless competitors like T-Mobile and Verizon, as well as new fiber deployments are partly to blame. Operators may also be factoring in the end of the Affordable Connectivity Program (ACP) as a reason for cut backs. #Charter #CallCenter #Layoffs
Link from Today:
~ Fierce Networks article: www.fierce-network.com/broadb...

[@EagleClaw_777]

Any of the layoffs related to AI adoption ?

[@ZCorum]

Interesting question. Nothing was mentioned about AI, and it may be too soon for that to be having an impact for Charter and others. But, AI chatbots and other AI-based support tools could be a factor moving forward as companies look to the future. It won't be long before they will be helping improve the efficiency of support representatives in their troubleshooting, which will reduce average call times and improve first-call resolution. That will decrease the number of representatives needed in the Call Center to support a certain size subscriber base. They could also eventually replace the need for a support representative on some basic support calls. Good for the companies, but not good for workers.