Forrester reports that by 2030, digital transformation will change more than 1 billion jobs worldwide. What does that mean for agents? As contact centers embrace new technology and customers strive to be understood, AI-driven tools will support customer sentiment analysis. In turn, proving AI will be impactful on the agent side to support the customer in more meaningful and empathetic ways. This session will explore innovative strategies for elevating the skills and performance of contact center agents. Investing in ongoing education not only ensures your team stays up-to-date with industry trends but also leads to improved customer satisfaction, increased efficiency, and overall operational excellence.

·       The power of creating an agent-first mindset

·       Why and how are AI tools improving the agent work experience?

·       Investing in customer service to ensure the contact center is invaluable