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Creating Sophisticated Employees in the Age of Automation

White Paper Published By: ttec
ttec
Published:  Jul 24, 2019
Type:  White Paper
Length:  2 pages

By the time most customers reach a human employee with a question, chances are they have already researched online or tried to self-serve. This means employee transformation is required to develop more sophisticated employees in the age of automation to solve more advanced customer issues.

Because front-line jobs are becoming more complex, employees need to be tactical, technical, and ready to emotionally handle these new types of interactions.

Recently, Lamont Exeter, head of Learning & Development at TTEC Digital, teamed up with Tim Duranleau of SAP Litmos in a webinar to discuss ways that companies can combine learning and technology to create more sophisticated employees. Below are some key highlights from the discussion.



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