As the world of customer experience becomes increasingly flexible and complex, it's essential for CX leaders to retain and engage their agents. But what makes an agent more or less likely to succeed in new ways of working? Moreover, how can leaders shorten their teams' time to competency amid a competitive and uncertain talent market?

This can't-miss presentation from CMP Research Managing Director Nicole Kyle will examine what distinguishes high-performing hybrid contact centers and agents from the rest. She will share eye-popping insights and invaluable best practices from their latest research.

Key Takeaways:

- Retain and engage agents in the new hybrid contact center environment

- Identify the factors that contribute to agent success in new ways of working

- Shorten time to competency for new agents

- Stay up-to-date on the latest trends and best practices in the industry