Trends Report

Hire For New Profiles That Expand The Notion Of A Contact Center Agent

January 6th, 2020

Summary

Firms need a new generation of customer service agents who have the expertise and people skills to solve complex problems. Employees who use the latest messaging tools for personal conversation excel at using the same tools for customer service. Remote work and flexible schedules enable firms to find a wider pool of qualified candidates for customer service. Devoted customers bring their passion for the brand as customer service agents. Emotional intelligence becomes more important as firms serve customers who have complex needs or provide unclear social cues.

Want to read the full report?

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.