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Adrian Smith

Adrian Smith

Co-Founder and VP Company of ATAC Global CX, specializing in blockchain-verified customer experience credentials for remote workers, with 20+ years in CX

Jul 9, 2026

CX Files

CX Files

Tugs and Adrian Smith - ATAC Global CX - Proof, Not Promises: Certifying the Remote Contact Center Agent

Jul 9 · 24m

Peter Ryan
Peter RyanHOST
10:15
How does it work? What would an agent need to do in order to be accredited using the system that you've developed?
Adrian Smith
Adrian SmithGUEST
10:24
Well, first of all, I want to make it clear that the accreditation is earned, not bought.
Adrian Smith
Adrian SmithGUEST
10:31
A candidate proves their competency in two ways.
Adrian Smith
Adrian SmithGUEST
10:34
They go through a written assessment and a live voice call.
Adrian Smith
Adrian SmithGUEST
10:40
And only once those two things are completed is their credential issued and locked in on the blockchain.
Adrian Smith
Adrian SmithGUEST
10:46
So there's three main elements, and one is a knowledge assessment.
Adrian Smith
Adrian SmithGUEST
10:50
It's 40 questions across the five core CX domains that Tuggs just mentioned as well.

7 MINS LATER

Peter Ryan
Peter RyanHOST
17:53
Why should they be looking to agents that are certified?

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