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chi-KyleHardingHeadshot (2) Kyle Harding, senior vice president, JLL, is one of the firm’s three practice leaders for contact centers.

CHICAGO—Millennials hate to talk on the phone, so where does that leave call centers? Well, they’ve become multi-channel contact centers, and they now offer alternative customer service channels such as tweeting and live chatting. This increased level of technological sophistication is also creating jobs in North America. According to a new study by Chicago-based JLL, contact center employment in the US has grown approximately 22% in the last five years. This industry evolution has implications for real estate. Contact center operators seek new locations that provide access to skilled labor. We sat down with three contact center specialists from JLL to better understand the shifts happening in this evolving industry and what it means for real estate.

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Brian J. Rogal

Brian J. Rogal is a Chicago-based freelance writer with years of experience as an investigative reporter and editor, most notably at The Chicago Reporter, where he concentrated on housing issues. He also has written extensively on alternative energy and the payments card industry for national trade publications.

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