What's the biggest issue that contact centers face? Go ahead and point to your favorite performance or quality metric, but the issue extends far beyond your data. The real issue is that agents are treated as "glorified" order takers. Your agents are the literal lifeblood of your contact center, and Nate Brown is going to take us back to school to teach us all just how much value your agents have and the strategic advantage they can provide to the organization as a whole.

[3:51 - 4:24] Agents should not be ticket takers. It may be part of their jobs, but there is so much more insight and connection that they have that they should do something greater with it. It’s important for agents and their leaders to know their worth. 

[10:54 - 12:02] We have successfully automated a lot of the transactional stuff, so now what we are left with are the complicated and creative interactions. These types of interactions can only be accomplished with agents. We need a great digital ecosystem that can give information to the agent so that they can help the customer in a way that only an agent can do.  

[18:36 - 20:24] If you are an agent who is hopping from contact center to contact center and remaining in a front line agent role, you need to get smarter and come into your power. Examine your interactions and find ways to go beyond this ticket-taking mode. You don’t have to be a leader to help the organization embrace new ideas.

[24:47 - 26:45] It’s all about time. We want to be generating long term values and if we are really looking at how we can generate more long term value in 2024, then that needs to happen at the CX level. 

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