Prepare your customer contact agents for the 21st century by laying a foundation for their success. Best-practice companies do not leave their ability to meet employees' needs to chance - they focus on building the infrastructure that will ensure it. They do this step-by-step over time, with gradual and controlled changes. They deploy effective communication strategies at each and every step. And in the end, they are recognized for their unique and innovative practices in identifying, hiring, training, and rewarding successful agents.

This article highlights the findings from the American Productivity and Quality Center (APQC) consortium study entitled "The 21st Century Contact Center Rep." By providing insights on the strategies of seven best-in-class companies, you will learn about the practices to which they attribute their success. Using this information, you can shore up your foundation and bridge the gap to success.