In 2024, it feels like there is so much up in the air. As we see new technology enter the market, we get a clearer picture of the potential we have to automate and improve, but this pathway still feels out of reach.

With new technology like agentic AI, there is a future in which agents will take on a more dynamic role. But, what does this look like? And, how can we as leaders actually prepare for it?

Beyond a new role, the workforce is ever changing. Gen Z and Gen Alpha are poised to take on a more active role in the workforce, meaning our standards for hiring, training and ongoing development may also need to shift.

This session will act as an introduction to the next-generation workforce and agent experience. CCW Analyst, Brooke Lynch will share insights on what’s next for the agent role and how we can prepare now.

It will also cover:

• New research on employee engagement and churn indicators
• Strategies for optimizing training and onboarding in 2025
• A new framework for understanding the agent role in the contact center

As we wrap up the series, CCW Analysts Brian Cantor, Brooke Lynch and Audrey Steeves will provide actionable next-steps for empowering agents in 2025. Sharing research from the latest market study on the Future of the Contact Center, this session will dive deep into strategies for agent engagement.

Beyond technology, contact center leaders have an obligation to support their employees with effective training and upskilling to ensure they are ready to take on more complex work moving forward. With the right strategy in place, leaders can proactively prepare their employees for the future. 

This session will cover new insights on predicting agent churn, navigating the future of AI vs. human-centered experiences and priorities for employee experience metrics in 2025. The CCW Analyst team is excited to wrap up the series with a framework for next-steps for agent empowerment.