Digital communication channels and technology are significantly changing the talent requirements for delivering an omnichannel customer experience that is increasingly critical to enterprises and their service providers. In doing so, it has created potential for new and exciting career paths within the contact center industry.
The skills required in the new world of contact center and omnichannel operations is varied, including contextual awareness, higher value relationship skills, understanding more devices and their relationships to one another, and social business savvy.
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