Year after year, more contact centers make the jump from multichannel to omnichannel service, enabling seamless transitions between channels during customer interactions. As contact centers introduce new channels and new solutions to manage those channels, agents are increasingly expected to support those channels and provide a consistent customer experience. But this can be challenging for agents, particularly when it comes to learning new processes, mastering new technologies, and navigating multiple screens/interfaces. Most contact center leaders agree – they could be doing a better job to both empower agents across digital channels and optimize their digital workforce strategies. In this panel discussion, four industry experts will unpack the key considerations around empowering agents, optimizing the workforce, and the impact engaged agents have on the customer experience and the contact center’s success.