{
  "id": 18625,
  "url": "https://www.itweb.co.za/article/white-paper-the-human-cost-of-customer-experience/PmxVE7KEOkBqQY85",
  "title": "White paper: The human cost of customer experience",
  "summary": "How agent abuse, workplace bullying and poor contact centre design are driving burnout.",
  "authors": null,
  "category": "news",
  "topics": "agents-autonomy",
  "orgs": null,
  "regions": null,
  "published_at": "2026-08-11T06:02:00.000Z",
  "fetched_at": "2026-08-12T05:10:43.828Z",
  "source_slug": "x-itweb-za",
  "source_name": "ITWeb (ZA)",
  "source_homepage": "https://www.itweb.co.za",
  "ethics_ai_record_url": "https://ethics.ai/record/18625",
  "original_url": "https://www.itweb.co.za/article/white-paper-the-human-cost-of-customer-experience/PmxVE7KEOkBqQY85",
  "evidence_status": "source-only",
  "attribution": "via ethics.ai"
}