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                  Skills for the Modern Contact Center

                  Navigating the Changing Agent Relationship
                   
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                  The nature of contact center agent work is rapidly shifting. How should leadership respond, and what are the new skills they should prioritize in their hiring?

                  Watch and listen to Keith Dawson to learn more!

                  Fill out the form to watch the VentanaCast

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                  Keith Dawson

                  Director of Research, Customer Experience
                  Ventana Research, Now Part of ISG

                  Keith Dawson is responsible for Customer Experience (CX) research, covering technology that facilitates engagement to optimize customer-facing processes. His focus areas include agent management, contact center and voice of the customer, along with technology in marketing, sales, field service and applications such as digital commerce and subscription management. Keith’s specialization is in natural language speech tools and the wide array of customer analytics.