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Key Takeaways
Industry professionals are transitioning from operational management to strategic roles, focusing on elevating talent and making contact centre careers more appealing.
There is an increasing emphasis on external partnerships and collaborations to share knowledge and experiences across the industry.
Networking and continuous learning are highlighted as essential for personal and professional growth in a rapidly evolving industry.
Organizations must prepare their frontline staff and managers for upcoming changes, as there is a significant gap between acknowledging the need for change and taking action.
Investing in employee development and equipping frontline workers with the necessary skills is crucial for adapting to technological advancements.
The changing customer service landscape requires a reevaluation of operational roles, making them more complex and demanding additional skills.
Organizations are increasingly leveraging tech...
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