The Role of Contact Center Agents in the 'New Normal' of Self-Service Delivery

By Janet Sthele

How contact centers are evolving during these challenging times

Sponsored by Harland Clarke

Contact centers are evolving in the face of a “new normal" created by the pandemic. Members, many of whom have been isolated, are looking for more than issue resolution and that presents opportunities for contact center agents to build relationships and strengthen the brand. In this video, Janet Sthele, solution advisor at CUES Supplier member Harland Clarke, addresses the impact of recent history on members, contact center agents and the contact center work environment.

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