Technical Reps or Agent Techs? The inter-changing roles of technical support and customer service

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The drivers for changing roles in contact centers

Focus on agent engagement

Focus on reducing customer effort

Emergence of new technologies

The drivers for changing roles in field services

Focus on reducing on-site support

Focus on CX and CX metrics

Skill gap and increased use of third-parties

How can we get there?

Shift to Collaborative KPIs

Implementation of new procedures

Adoption via change management and technology

The future of technical support and customer service

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