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Playing to Agents Strengths Over many years the role of the Contact Centre Agent has been evolving and now, more than ever before, having the right people strategy is key to offering a differentiated service (and quite frankly delivering a planned service experience at the right cost!

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After nearly two decades in the contact centre industry, I now have the perfect role.  My role combines all of the skills, knowledge and experience from every discipline that I have ever worked within, and I love it. I do have one major challenge though…not many people really know wha