Special Report: New Roles for Agents in the Automation Age

Special Report: New Roles for Agents in the Automation Age

It’s estimated that COVID-19 has sped up digital transformation by over 5 years. While consumer technology generates more revenue for the contact center, the question becomes, how do we keep our employees and our customers satisfied through the transition?

Featuring insights form CCW Digital, Uber, Microsoft, and Vonage, this report will cover the top challenges customer service agents face today, the rise of self-service, productivity areas to address, how to reduce employee burnout, and the role of digital engagement (for both internal employees and external customers).


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