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.