AI is transforming the contact centre landscape, but are you ready for the human impact?
Over the past 12 months, AI has dominated conversations, with businesses racing to implement new technology to enhance customer experience, drive efficiency, and reduce costs. But as automation takes over routine tasks, contact centre agents are facing a major shift.
Their roles are becoming more complex, dealing with emotionally charged interactions, heightened customer expectations, and minimal wrap times. This raises a critical question for contact centre leaders:
➡️ Do we need to rethink hiring to prioritise emotionally intelligent candidates?
➡️ And just as importantly, how do we support and protect these agents in an increasingly high-pressure environment?
This is a growing concern among the CCOs, Directors, and Founders we work with, so I sat down with Danny Wareham and Sandra Thompson, two of the most insightful and engaging voices in the space, to explore how we navigate this shift.
Join us live for an unmissable discussion. Bring your questions, challenge our thinking, and let’s tackle the future of contact centre roles together: https://www.linkedin.com/events/7310651571615264768/comments/
