Tag: upskilling
Upskilling the Contact Center: Planning for Your Agents’ Future in an Era of Uncertainty
The impact of the coronavirus pandemic continues to unfold, shifting last quarter’s priorities to the back-burner. As more communities around the world go on...
Are Microskills the Key to Surviving the Bots?
As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our...
The Making of a Contact Center Superagent
The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced...
