AI Search
  • Home
  • Insights
  • eClerx in the News
  • Where are call centers headed as automation takes over routine service: Michael Hutchison, Head of TME & Customer Experience

Media article | 1 min read

October 16, 2026

Where are call centers headed as automation takes over routine service: Michael Hutchison, Head of TME & Customer Experience

Published in: CMSWire | September 25, 2026

In this article, Michael Hutchison, Head of TME & Customer Experience at eClerx, shares his insights on how call centers have evolved from transactional call handling to experience management, becoming proactive, predictive, and digital-first touchpoints between customers and businesses. Explaining how this trend aligns with the broader push toward omnichannel support, he emphasized that modern call centers must anticipate needs and resolve issues before the escalation stage.

Besides highlighting the functionality differences between call centers then and now with measurable data, the article also elaborates on essential call center metrics, and the technologies that power modern call centers. Hutchison speaks about the roles that chatbots perform in assisting human agents, allowing call center operations to run more productively and efficiently.

Read the full interview here

Featured insights

contact pinContact Us

Safe harbour

The presentations, videos, and other Investor Day materials have been prepared for informational purposes only. Certain statements contained in these materials may constitute forward-looking statements regarding eClerx's business outlook, growth strategy, market opportunities, client demand, operational priorities, technology and AI-led initiatives, investment plans and anticipated financial and operating performance.

These forward-looking statements are based on management's current expectations, assumptions and estimates and are subject to known and unknown risks and uncertainties that could cause actual results to differ materially from those expressed or implied. Such risks and uncertainties include, but are not limited to: changes in global economic and business conditions, customer spending patterns, competitive pressures, technological developments including evolving regulations relating to AI, data privacy and data protection, cybersecurity threats, talent availability and retention, currency fluctuations, geopolitical developments and other factors that may affect the Company's business, clients and operating performance.

Forward-looking statements are made only as of the date of the relevant Investor Day materials and should not be relied upon as indicators or guarantees of future performance. The Company undertakes no obligation to publicly update, revise or supplement any forward-looking statement to reflect subsequent events or circumstances, except as required by applicable law.

By clicking ‘Accept’ or accessing these Investor Day materials, you acknowledge that you have read and understood this Safe Harbour Statement.
Decline
Accept