EC Theater 100 Session: The Evolution of the Live Agent in Customer Engagement

Ken Landoline (Principal Analyst, Ovum)

Location: EC Theater 100

Date: Monday, March 18

Time: 6:40pm - 7:00pm

Pass Type: Entire Event, Expo Plus, Exhibitor Booth Staff, Media, Speaker, Tue-Thu Conference - Get your pass now!

Track: Open to All, Contact Center & Customer Experience

Session Type: Free Education

Vault Recording: TBD

The last decade has introduced more change to the customer engagement industry than the previous 40 years combined. However, little attention has been devoted to how the changing market environment and technology will affect the demand for live agents, or the profile of the agents themselves. Ovum has recently produced a forecast and accompanying report that looks at the coming changes in global agent growth patterns based on individual country business conditions, as well as new technologies, for the next five years, and projects how agent profiles will be evolving in the future.

Presentation File

Mon_EC_Theater_100_6.pdf