Imagine a future where AI seamlessly enhances both agent assistance and client interactions within contact centers. However, amidst this technological revolution, critical questions arise: How do we navigate the complex regulatory landscape? How do we ensure that AI aligns with and exceeds customer expectations?

• Explore the evolving landscape of contact center operations, particularly the deployment of AI in both agent and client interactions
• Gain insights into the regulatory challenges and considerations surrounding AI deployment
• Understand the strategic implications of technology choices and their impact on contact center operations and efficiency

Join our esteemed Ad Board members as we dive deep into these pressing issues, uncovering actionable strategies to not just survive, but thrive, in the rapidly evolving contact center landscape.

Contact center leaders have been discussing the agent of the future for the past decade. As we continue to implement new technologies and strategies to optimize efficiency, it seems obvious that agents would begin to take on more complex work. However, after countless discussions, so many organizations are still not preparing their agents to do more.

Drawing on the latest research into training and development priorities, CCW Digital will reveal the qualities and capabilities that will define the agent of the future. This session is set to demystify the journey toward a more dynamic and effective frontline, offering insights into the real-world evolution of the agent experience.

This session will inform and actively involve participants in shaping the final discourse. We will integrate a segment dedicated to participant reflection.