For decades, we've used technology to eliminate routine customer contacts. First came websites and self-service. Then increasingly sophisticated automation. Now, AI is accelerating that trend faster than ever.
While these advancements may improve efficiency, they're also changing the nature of frontline work. The simple interactions that once helped agents build confidence, recover mentally, and balance the demands of difficult conversations are disappearing. What's left are increasingly complex problems, emotionally charged situations, and higher cognitive load.
As technology handles more routine work, the human role becomes more valuable, not less. Is your workforce evolving as quickly as the technology landscape?
Join us for an interactive discussion as we explore how contact centers can redesign work, workforce models, and support systems for a future where human work is increasingly defined by complexity, empathy, and problem-solving.
Together, we'll discuss how leaders can balance operational efficiency with sustainable employee experience. After tackling one of our industry's toughest challenges, we'll unwind with a happy hour!
Discussion topics include:
Happy hour to follow the workshop.
West End Conference Center
Directions
Please park in the building's multi-level covered ramp whose entrances are on Duke Drive (green tick on the attached visual). Once parked exit into the ground floor lobby and walk straight ahead past the tall table. Keep walking past the elevators and you will see the suite on the left side. Pictures below for reference.
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