State of Contact Center Employees for 2020

State of Contact Center Employees for 2020

As we approach 2020, be clear about one reality: this is not yesterday’s contact center job market. Automation technology, at-home opportunities, new generations of workers and the overall economic landscape are combining to change the way we think about the contact center workforce.

These factors will not, however, change a key reality: people are the heart of a great customer experience. The efficacy of your contact center will live and die by the strength of your people — and your success in leveraging that strength.

At CCW Nashville this January 28-31, our faculty of experts will help you navigate this reality. They will reveal how to adapt to employee experience trends. They will help you achieve the ideal synergy between humans and technology. Ahead of the event, here is our assessment of the state of contact center employees for 2020.

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