Thought Paper: Content Moderation in the Contact Center
The content moderation solution market is expected to reach a valuation of nearly $12B USD by 2027. With the exponential increase in user-generated online content, there is a growing need for expert content moderators across the globe.
Attrition rates among content moderators continue to be alarmingly high, resulting in the development of new strategies to decrease the toll on content moderators’ mental health and increase overall job satisfaction. Support for content moderators can include:
- Investing in AI technology to pair with human moderators
- Establishing and enhancing employee wellness programs
- Providing innovative, flexible workforce staffing models
- Overhauling KPIs and quality metrics
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