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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


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.

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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

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