Despite the rise of analytics and automation, contact centres remain a human-centred industry. Agents engage with callers, and the success of these interactions depends on personal connections. Skilled team members are the undisputed key to survival, and managing them well gives a distinct competitive advantage. The importance of the employee has remained constant since contact centres first began.
Download this paper to find out more about:
- Rising contact centre industry pressures
- Organisational and employee needs
- How employee expectations and needs are evolving
- How to adapt to the new working reality
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