Contact Centre 2021:

Where Agents love to work and Customers love to talk

In this paper, we outline how and why the contact centre has become elevated and we present the case for why advisor experience should be a top priority in every organisation that has a contact centre.

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What’s in the report?

  • This rise of hybrid working and its impact on advisor experience
  • Boosting skill sets and career opportunities
  • Technology that empowers advisors

“I wouldn’t want to move to a model of totally operating online and recruiting people that never ever come to
the office. It’s a place where we want to collaborate and drive forward the business together.”

Helen Wilson, Head of Customer Service, Atom Bank

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Find out why AX should be a top priority in every contact centre

Download the report