With the spreading of the pandemic, many Contact Centers have gone remote. While agents are working from home and technology is skyrocketing, we couldn’t help but wonder: is this truly the death of the traditional call center, as some have speculated?
In a more in-depth analysis, we decided to start a conversation on what actually is the structure of a call center nowadays, and how tools can actually empower the agent, instead of replacing the agent.
Christian Montes talks to one of our own, George Seroukas, COO of NobelBiz. They tackle the notion of the death of the traditional call center, the impact of technology on agent-customer interaction, and how to really listen to your customers so that you can give your agents the right tools to do an excellent job.
So what is the forgotten value of a contact center agent?
We will talk about:
🗸 What the death of the traditional call center means?
🗸 How to better understand your customer’s needs?
🗸 The 5 efficient ways to empower agents
🗸 The forgotten value of a contact center agent
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George is an executive with over 20 years of corporate management experience in the telecom industry. He has hands-on experience in business development, partnership, and client management in roles as Founder & Chief Operating Officer, General Manager, Country Manager, EVP North America, VP Operations and Professional Services Director.