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Contact Centre Technology

The Challenges of Balancing Organisational and Employee Needs in the Modern Contact Centre

12 min read Download White Paper
Author Business Systems UK
Category Workforce Management

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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