ISG INSIGHTS: The new Agent Experience in Contact Centers – they’re not just ticket-takers anymore
Wednesday, December 1, 2021, 2:00 PM - 2:15 PM
Linda Delbridge

Advancements in technology and ever-increasing customer needs coupled with new ways of working brought on by the global pandemic have resulted in a transformation in the way the agent needs to complete their role. Technology advancements and enhanced, personalized customer experiences are shifting agent characteristics in surprising ways – not the least of which requires more humanity and less robotic, script-driven interactions. In this session, ISG’s Dr. Linda Delbridge lays out the latest customer experience trends that impact contact center agents – sharing what is working and what is not, and how to get ahead of the curve in this dynamic environment. How do you find, nurture and balance your human and digital workers to generate top-notch bottom-line results? Find the answers to these and other questions to help you get a jumpstart on the future of CX!

ISG Insights
Voice of the Customer