Workforce Impacts CCaaS has a number of human aspects that factor into the equation, as well. The technology’s capabilities carry some unique operational ramifications for the contact center. For example, the ability to accommodate voice and text translates to changes in contact center agent selection, training, and operation methods. Agents who are highly competent communicators in text may not be as good in the real-time medium of voice. They may be able to quickly look up the answers to questions, and even have the skills to revise or extend those answers based on the customer’s circumstances. On the other hand, the written word is more likely to be referenced in the future, as compared to the spoken word. Where to start new contact center agents is the subject of debate. There are two schools of thought: One is to start inexperienced agents on the voice side of the contact center, given that the written word is more easily retained and tracked and, therefore, needs to be precise – perhaps more precise than a newcomer can reliably deliver. The second school of thought is to start inexperienced agents on the text side of the house where they can cut-and-paste previously vetted responses to common problems as they build their expertise and experience. In most cases, the specific course of action may become clearer based on an individual’s skills and traits. The person who might be great on the phone might be awful with the written word,” said 8x8’s Valerie I’d test to determine their skills with the written word, and how good their spoken dialogue might be. In either case, you want them properly representing your company.” “The person who might be great on the phone might be awful with the written word” - Valerie Espie Bourseau (8x8) Copyright © 2021 AVANT Communications, Inc. AVANT | CCaaS 6-12 Report | 18