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CX Files

Sep 6, 2019

Clinton Cohen is Managing Director of iContact BPO in Johannesburg, South Africa. He published a recent blog focused on the way recruitment is changing in CX and how agents need new skills to cope with emerging tech and multiple channels.

In this episode, I ask him about the points he raised. Are we really about to see an end of contact centre attrition? If skills are increasing so fast in contact centres then how do you keep those people and give them a career?