While text to Toll-Free is changing the face of contact center operations, advancements in automation are shifting the role of the contact center agent. As the recent Forrester article, “The Future of Contact Center Work: How to Source New Agent Talent,” notes, a new labor pool is emerging in the contact center that includes more emotionally intelligent agents, brand advocates and digitally savvy reps.
To read more about how evolving technologies are driving the “forward march into customer service operations,” click here now.
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