The Contact Centre Agent of the future

Overview

In order to stay at the forefront of customers' minds while they are making important decisions, businesses must adopt a proactive strategy and a well-designed, personalised contact centre and customer-centric approach.

Moving into the future, contact centre agents will need to focus on the fundamentals to improve the customer experience which is driven through two key enablers: leadership and employee experience. These enablers will encompass a range of skills which will broaden as the agents harness their: resilience, flexibility, ability to use data in a meaningful way, leadership skills, ability to engage proactively with others, self-motivation and problem-solving through being active life-long learners.

Contact centre agents will enable the digital experience by becoming co-creators of interactions, educators and brand-enhancing ambassadors. Moving away from siloed working to omnichannel solutions will mitigate the need for specialised roles in teams. Recruitment and retention strategies will need to adapt to accommodate the changing workforce with a focus on relationship-building skills.