Rapidly changing consumer demand has made it necessary for contact centres to update themselves to keep up and continue to provide exemplary service to their customers.

At the same time, with technology's role in customer service and contact centres having grown significantly, agents have had to upgrade their own skills in order to maintain their value to their contact centres and assure customers they are being heard.

Download the interview piece below to find out what the most important skills contact centre agents would need for the future, and how they can go about achieving these skills.