How to Reimagine the CX Workforce

Hiring and retaining customer experience agents has never been more difficult. The labor challenge, in fact, ranks as the #1 thing keeping CX leaders up at night.

Making matters more intimidating, hiring challenges are intensifying as the standard for agents dramatically rises. Leaders do not simply have to fill seats in a difficult market; they have to do so with talent more dynamic and productive than they ever have.

Granted, the new landscape is also introducing new opportunities to tap into a stronger, more capable pool of talent. How can companies take advantage of these opportunities? How can they achieve unparalleled productivity and customer satisfaction gains even in today’s challenging market? This How-To Guide has the answers:

– Top 3 reasons why yesterday’s CX agent engagement strategies no longer apply

– What trends like digital CX and gig work mean for future CX workforces

– Keys to reducing agent effort and, in turn, improving satisfaction and retention

– How to navigate “work around life” as employee experience demands soar to new heights

– Top 5 ways to reimagine the CX workforce