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Presented by:

Bob Moore

Bob Moore

Aspect Software Senior Manager, Product Marketing Click to
Steve Hurst

Steve Hurst

Engage Business Media Editorial Director Click to
17th November 2020

Creating a workplace environment that supports agents’ needs and desires can help your contact centre reduce high turnover rates, while at the same time setting agents up for success. But to do that, you need to understand what is most important to today’s workforce. Every year, Aspect conducts a survey of over 500 contact centre agents to find out how their attitudes and preferences may be changing.

Key learning outcomes include:

  • How the contact centre is changing quickly and what major structural changes have occurred in the past 2 years
  • Understanding how work-from-home (aka “remote”) agents have different needs and wants than on-site agents
  • How contact centres need to understand these new dynamics and adapt WFO tools and culture accordingly
  • How top performers can be identified during the hiring process as well as early on in their careers


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