9 - Empathy Over Algorithms: The Future of Customer Service

In this podcast episode, the host converses with Richard Blank, CEO of Costa Rica's Call Center, about the evolving call center industry amid AI advancements. Richard emphasizes the irreplaceable value of human empathy in customer service, sharing insights on effective communication and relationship-building. He discusses the importance of hiring for attitude and training for skills, stressing the need for empathy and assertiveness.