Proposed bill targets offshoring of call centre jobs

A new bill would restrict federal grants and loan guarantees for companies shifting call centre roles overseas, with offenders facing penalties and a five-year listing unless they repatriate jobs. Unlike earlier proposals, it nods to the growing role of AI, sparking debate over balancing job protection with innovation. Experts say the real opportunity lies in blending AI efficiency with the emotional intelligence of human agents to enhance customer experience without sacrificing employment.

Read the full article for deeper insight into the policy’s impact on customer service and AI adoption.