Save or Share this Report

For Application Development & Delivery Professionals

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

Workforce Transformation Must Come Before Automation

September 30, 2019

Authors

Why Read This Report

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.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Want to know what will happen in 2020? Visit Forrester's Predictions 2020 Hub, where you can read what's coming next in marketing, customer experience, technology, innovation, and more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

Table of Contents

  • AI And Automation Will Upend The Customer Service Workforce
  • Hire And Train Differently As You Adopt AI And Automation
  • Recommendations

  • Prepare For The Downstream Effects Of The Contact Center Labor Shift
  • Supplemental Material
  • Related Research Documents

Recommended Research