Workforce Transformation Must Come Before Automation


The Future of Work: You Must Change How You Hire Customer Service Associates

Workforce Transformation Must Come Before Automation


As customer service organizations grow more complex, the role of “contact center associate” will change. Thanks to automation, future associates will no longer do simple, repetitive tasks. Rather, they will only handle more complex customer requests.

As this shift in work responsibilities comes into fruition, contact center leaders must develop new (human) hiring requirements to futureproof CX success.

Download this September 2019 Forrester report and learn...

  • How AI and automation will upend the customer service workforce
  • How to hire and train differently as you adopt AI and automation
  • How to prepare for the downstream effects of the contact center labor shift
  • And so much more

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