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Health of the contact centre in 2021

Health of the Contact Centre 2021

12 min read Download White Paper
Author Business Systems UK
Category Contact Centre Solutions
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Rapid, transformative change has swept the contact centre over the last two years.

The acceleration of flexible work models and cloud-powered operations, along with the overall surging investment in technologies has driven change within the contact centre.

With the ‘Great Resignation’ sweeping the workforce, it’s now more important than ever to understand changes from an agent’s point of view.

Download our guide for the latest trends including:

  • Why agent stress levels are rising
  • Which technologies are helping agents – and which technologies are falling short
  • What is driving long-term agent satisfaction and what drives them to leave
  • Why remote and hybrid workers are still looking for more flexibility

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