Empowering Agents for the Digital-First Contact Center - The Building Blocks for Agent Engagement and Performance


Digital adoption and AI are among the top priorities driving the contact center's transformation, but the human element remains a key component. The increased usage of digital channels continues to accelerate consumer expectations for instant gratification and frictionless customer experiences; however, the role of the agent has become more important than ever. The contact centers that effectively engage and empower these "super agents" are realizing superior CX results, operational efficiencies, and financial outcomes.