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
With contributors:
Stephen Powers , Danielle Jessee


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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.