Description

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:

• How has AI and automation changed the complexity, pace and emotional demands of frontline work?
• Are traditional workforce models still appropriate when routine work disappears?
• Should we rethink how work is structured? 
• What staffing and scheduling innovations could better support this new reality? 
• How should coaching, onboarding, and performance expectations evolve as agents spend more time solving complex problems? 
• What role should technology play in identifying cognitive overload, emotional fatigue, or the need for recovery time? 
• What does meaningful emotional support look like for today's frontline employees?