Chart Your Course Report

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

Workforce Transformation Must Come Before Automation

September 30th, 2019
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
With contributors:
J. P. Gownder , Daniel Hong , Art Schoeller , Andrew Dobak , Sarah Dawson , Peter Harrison

Summary

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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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.