Clinton Cohen - iContact BPO - Recruitment And Super Agents In CX
CX Files
English - September 06, 2019 08:00 - 13 minutes - 6.53 MB - ★★★★★ - 5 ratingsBusiness News Business News customer customerexperience customerservice markhillary Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Next Episode: Ian Barkin - SYKES - Automation, RPA, and Tech in CX
Clinton Cohen is Managing Director of iContact BPO in Johannesburg, South Africa. He published a recent blog focused on the way recruitment is changing in CX and how agents need new skills to cope with emerging tech and multiple channels.
In this episode, I ask him about the points he raised. Are we really about to see an end of contact centre attrition? If skills are increasing so fast in contact centres then how do you keep those people and give them a career?