Contact center manager and agent roles are changing, due to the more vast responsibilities and technologies necessary in this day and age. Managers in larger contact centers can no longer do everything; they must now have areas of expertise and specialty focus. Meanwhile, contact center agents are becoming more generalized, where they might have been more specialized in the past. The ICMI article “How Management and Agent Roles are Changing” by Brad Cleveland discusses this topic and gives some strategy advice.
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