In this clip Steve Exton from Firstsrouce explain how the agent’s role is evolving to handle more complex cases, as simpler tasks are now self-served by customers. Agents now focus on demanding interactions, such as supporting vulnerable customers, requiring them to have more training and expertise in managing these conversations.
Find out more about FirstSource -> Here.
#firstsource
RO-AR insider newsletter
Receive notifications of new RO-AR content notifications: Also subscribe here - unsubscribe anytime