35 | The employee experience era | Part 1 - How did we get here?

We continue to see the impacts of the pandemic play out in weird and wonderful ways across contact centres.  

So far we have seen cloud technology become the norm, greater flexibility that comes from WFH and now an ultra competitive labour market, a.k.a  the war on talent and the great resignation, which all points to the humble contact centre employee becoming the centre of attention. And it's about time!

And what will this mean for digital servicing and the types of roles that exist in the future - will this be accelerated as organisations attempt to mitigate the impact of labour shortages by moving more and more interactions to digital. 

And what will that all mean for the customer experience as AI manages more and more conversations, will chatbots begin to make sense?

Stay tuned as we unpick it all and put it back together again.

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.