As AI and automation infuse the contact center, the role of the agent is changing. Contact centers are already seeing:
What does this mean? Contact center leaders now seek a much broader range of skills and types of agents. New labor pools that brands might tap include:
Contact centers are seeing success with these new agent personas. More will emerge as AI and automation continue their forward march into customer service operations.
The original article by Kate Leggett, vice president and principal analyst at Forrester, is here. The views and opinions expressed in this article are those of the author and do not necessarily reflect those of HR&DigitalTrends. Photo credit: iStockphoto/Khosrork