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The Future Of Work: You Must Change How You Hire Customer Service Agents

White Paper Published By: ttec
ttec
Published:  Oct 16, 2019
Type:  White Paper
Length:  11 pages

As customer service organizations grow more complex, the day-to-day work of a contact center agent will change. Automation will tackle simple, repetitive tasks; agents will need different skills to handle more complex requests. This report helps contact center leaders understand how they need to hire a different type of workforce as AI, automation, and the changing nature of contact center work impact agent responsibilities, metrics, and performance and what that means for customer experiences in the future.