Call Center Human Resources Retail Training 
Harvard Business Review
OCTOBER 23, 2012
In a few minutes, the secretary called back and arranged an appointment for the next day. What excited Sam was McGregor's clear and compelling articulation of the personnel (today, we say "human resources") policies in which he instinctively believed. It was also central to how Sam built Circuit City.
Harvard Business Review
APRIL 20, 2017
For example, RPA will seldom replace the entire “job” of a call center representative. Certain tasks, such as talking a client through their frustration with a faulty product or mishandled order will, for now, remain a human task. For example, the Amazon Go retail store in Seattle has no cashiers or checkout lanes.
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