Enterprise Connect Schedule

In the rapidly evolving world of contact centers, the rise of AI has sparked excitement and apprehension in equal measure. While AI tools are revolutionizing customer interactions, for savvy brands, it’s not here to replace humans but to enhance their roles. This session dives into the hybrid future of human-AI collaboration, exploring how this partnership will reshape the way contact center employees operate. We will unpack the key skills agents, team leads, quality analysts, and workforce planners will need to thrive in an AI-driven environment, from data literacy to emotional intelligence. We’ll also explore how brands will need to shift their talent acquisition strategies to recruit, hire, and train these new employees. The session will also examine the importance of designing workflows where humans and AI complement each other seamlessly, delivering smarter solutions and better customer experiences.