Enterprise Connect 2026 Schedule
Where are the Humans in the Contact Center of the Future?
AI has already begun transforming the contact center workforce, with much more upheaval to come. Human agents will always be needed, but there will likely be fewer, and they’ll be doing different work from today. In this session, a leading contact center analyst will share research spelling out what the trends in agent headcount will look like, and the new roles, responsibilities, and job titles that contact centers will be assigning to human agents.
You’ll learn about how human agent work will track the different types of knowledge – tacit, conditional, inconsistent, and captured – that reside within the contact center. You’ll come away with the vocabulary and frameworks that will inform the agent roles that CX technology will be supporting in the future.