Recorded Webinar: The Agent of the Future


Customers are becoming more demanding. Customers are changing how they wish to interact. New technologies are constantly emerging.

So, with all these trends, what will the agent of the future look like?

In this webinar we will paint a picture of the future contact centre agent, helping you to better support your team now and prepare for what’s to come.


  • Introductions – Rachael Trickey, Call Centre Helper
  • Peter Massey, Budd
 Peter Massey slides from Agent of the Future webinar

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  • Bob Stella, KBC Bank Ireland
 Bob Stella slides from Agent of the Future  webinar

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  • Jay Gupta, Talkdesk
 Jay Gupta slides from Agent of the Future webinar

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Topics Discussed

  • How customer behaviour is changing
  • The impact of changing consumer habits on the contact centre
  • How these trends (and others) are impacting the agent role
  • What do these trends mean for the future of the contact centre agent?
  • The potential agent job description for 2030
  • Winning tip – “Have open and honest conversations with your staff to understand what they want from you as an employer and how you can support their career development.
    If they feel engaged, valued and cared for they’re far more likely to stay or be honest if they are thinking of moving on”
    thanks to Emma77

Original Webinar date: 28th October 2021


Peter Massey - Headshot
Peter Massey

Bob Stella - Headshot
Bob Stella
KBC Bank Ireland

Jay Gupta - Headshot
Jay Gupta

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Published On: 22nd Oct 2021 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

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