The rise of Contact Centre as a Service (CCaaS) models has introduced new technology that changes the role of contact centre agents.
Jake Gardiner at Odigo explores how to improve agent satisfaction and boost business results, as agents deal with evolving customer experience tech and expectations.
The modern contact centre has evolved rapidly in recent years to optimise customer experience and drive value for businesses. With that evolution has come a change in the role and status of the contact centre agent.
https://www.callcentrehelper.com/cx-technology-changing-agent-role-195397.htm
