White Paper: The State of Contact Center Training

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Accelerated technological changes have been a driving force for innovations in the contact center industry, and now other disruptors are pushing the boundaries of contact center operations.

Most recently, COVID-19 has been the catalyst for shifting the way organizations train and onboard their front-line agents and help new hires reach proficiency.

In this report, we examine the current state of training for contact centers in North America, and future trends that may become permanent changes to employee training.

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