Discussion points

This paper pulls back the curtain on the digital-first fallacy, exposing its devastating impact:

• Forced self-service: not everyone wants it, nor are they equipped for it. Complex enquiries become infuriating ordeals, driving customers to ombudsmen and social media rants. Regulators are taking notice, and rightly so.
  

• Untrained, unsupported and incompetent agents: left to navigate increasingly intricate interactions, under-prepared agents struggle, as stress, anxiety, and attrition soar, further jeopardising service quality.
  

• Hybrid work challenges: remote work, while beneficial, disrupts crucial peer-to-peer learning, hindering agent in-role competence development.