eBook: Identifying future agents

Customer service is primed for change, both in how it is delivered and who is doing the delivering. The shift from customer service transactions to customer experiences is redefining customer contact strategies. Customer and employee expectations, technology enablement, new approaches to customer service and bottom-line impacts are key forces driving transformation. 

Just as organizations are mastering the art of multi-channel service, the customer journey demands omnichannel support. With that, standard multi-channel offerings, such as voice, email, text, video and social aren’t going away; they’re just shifting away from siloed approaches into a more collaborative mode, one that requires careful orchestration to contribute to a positive customer experience. The challenge is not to simply identify the best tech but to find ways to optimize interactions between humans, bots and other software by orchestrating the right combination of technology and human at precisely the right moments in the customer journey.

This eBook provides readers with the opportunity to examine three important elements of future agent support:

• The types of service an agent will provide through omnichannel support, from augmented intelligence and human interaction with bots to next-level concierge and advisory services.  
• Various tools and technologies that will be needed to supplement agent performance and ensure successful interactions.  
• The tactical and strategic skills needed to deliver a top-notch customer experience, no matter where the customer may be in their journey

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