Trends Report

Brief: Retool For A New Workforce Reality — New Technology For A New Breed Of Agent

Agent Tools Must Provide Process Guidance And Predictive Data

December 23rd, 2014
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
With contributors:
Stephen Powers , Danielle Jessee

Summary

A new generation of contact center agents has begun to vex application development and delivery (AD&D) professionals. The new agents seem reluctant to learn detailed product and service information that previous cohorts of agents had little problem with. These new agents prefer to learn where to find such information, but have little intention of actually memorizing product support details. This report details why current tools fit these new agents as poorly as a cheap off-the-rack suit and what AD&D pros should look for in future tools to empower these agents to deliver outstanding customer experiences.

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