Where will agents be working? What do tomorrow’s agents and leaders want? Where do we see it landing?
How will changes in contact centre job roles effect the skills the industry needs from future agents?
Attracting and retaining future talent to the industry, what contact centre must think about
How will GenZ mature to shape the next five years of contact centre?
Understand what agents want from the industry in 2021 and beyond
Rethink what makes a great contact centre agent for the future
Think about how your centre can better attract and retain agent talent
Consider how to futureproof your centre for the maturing Gen Z agent population
Katy Forsyth is Co-Owner and Director of Red Recruitment. Red is a leading contact centre recruitment business which is in its 20th year. Katy has worked in contact centre recruitment since 1995 and since setting up Red has become one of the industry’s most well-known commentators on the UK’s contact centre recruitment industry and the UK’s candidate marketplace. Red is a trusted partner to many top UK customer brands and Katy is a knowledgeable and passionate promoter of the contact centre industry.
Predictions for a Post-Pandemic Contact Centre Workforce