The report discusses the importance of improving the agent experience in the contact center to drive effectiveness. With the shift to remote work and increased uncertainty, individual resilience and initiative became critical. Leadership best practices now involve empowering agents and coaching them to build an agile team. The use of technology and digital channel optimization is also important in providing a good agent experience. The report emphasizes the need for a human-led approach rather than a metric-driven one. The contact center is seen as the human face of the brand promise.
