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.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).