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Contact Centre Technology

The Challenges of Balancing Organisational and Employee Needs in the Modern Contact Centre

12 min read Download White Paper
Author Business Systems UK
Category Workforce Management
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Despite the rise of analytics and automation,  contact centres remain a human-centred industry. Agents engage with callers, and the success of these interactions depends on personal connections. Skilled team members are the undisputed key to survival,  and managing them well gives a distinct competitive advantage. The importance of  the employee has remained constant since contact centres first began.

Download this paper to find out more about:

  • Rising contact centre industry pressures
  • Organisational and employee needs
  • How employee expectations and needs are evolving
  • How to adapt to the new working reality

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