Watch: Building the Contact Centre Workforce for Tomorrow

Watch: Building the Contact Centre Workforce for Tomorrow

The beating heart of every contact centre has always been its people. Today, the focus is how technology can co-exist with people to increase efficiency and productivity. AI has the potential to deliver great customer experiences however, it is already helping humans on the frontline. So, how will the contact centre workforce evolve? What skills will the advisor of tomorrow need? And what roles are emerging that leaders will need to budget for?   

To thrive in the era of human/machine collaboration requires contact centre leaders to understand how job responsibilities will change, to be ready to adapt roles and structures, and to ensure colleagues are equipped with the skills they need to deliver excellence.  

During this one-hour webinar, ECCA Chair, Leigh Hopwood, will explore with a panel of industry leaders:

  • how to effectively integrate people and technology  
  • what skills the frontline of tomorrow will need  
  • new roles that are emerging in this new world  
  • the critical success factors for delivering this change successfully.  

Joining Leigh are Patrycja Sobera, Senior Vice President and General Manager, Digital Workplace Solutions at Unisys, Sophie Chelmick, Head of EMEA Footprint at TDCX, Michael Sherwood, Director Customer Onboarding & Assist at Worldpay, and James Adamczuk, Global CX Strategy Lead at Zoom.

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