It’s 10 AM. There are 300 calls in queue. The average wait time has exceeded 8 minutes. Three agents called in sick. And the scheduling system is still a shared Excel spreadsheet that nobody updates on time. This scene plays out daily in contact centers across Latin America — and increasingly, around the world. Not […]
Human labor is becoming dispensable. The social contract is not. That is the crisis — and almost no one in power is willing to say it out loud. There is a conversation that business, technology, and political elites have been avoiding for years. Not because they lack the data. But because having it seriously means […]