Exclusive report on Contact Centre evolution and how it is shaping tomorrow's workforce

The session will cover :

• Why contact centre roles should or could be a career of choice
• How the industry should respond to competition for workforce talent
• Look at some of the newer roles such as digital co-ordinators
• How evolving and emerging Technology will affect, shape, hinder or support the Agent work of the future
• The skills and attributes the future workforce will need to have, that will be in demand by brands and their customers
• The work our people can expect to be doing in 3-5 years, and the environments and cultures which can or should support them
• How Industry leadership could or should adapt to support and develop these future roles and the people in them