MOMENTUM 2020

Your EX is CX: How Employee Development Can Revolutionize Contact Centers

With mundane and routine customer needs being addressed by AI and other advanced technology within contact center environments, agents are forced to focus on the more complex, human elements of Customer Experience Management. They must be ‘super agents,’ nimbly navigating different systems and customer datasets to create a seamless experience which culminates in positive customer sentiment and resolution of their inquiry. This requires a diversity of skills and competencies never before required for these types of roles, and forces call center leadership to spend more time coaching their teams than ever before. In this session, you’ll hear from call center leaders on how they have modified their employee experience and training and development strategies to adapt to these new market demands.