Skills for the Modern Contact Center

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Navigating the Changing Agent Relationship

The nature of contact center agent work is rapidly shifting. How should leadership respond, and what are the new skills they should prioritize in their hiring?

Watch and listen to Keith Dawson to learn more!

 

Keith Dawson

Director of Research, Customer Experience

Keith Dawson leads the software research and advisory in the Customer Experience (CX) expertise at ISG Software Research, covering applications that facilitate engagement to optimize customer-facing processes. His coverage areas include agent management, contact center, customer experience management, field service, intelligent self-service, voice of the customer and related software to support customer experiences.

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