Replacing Tasks, Not Roles. The Changing Nature of Contact Center Work

Routine interactions are getting automated. The work landing on your agents is getting harder.

That shift is creating a set of challenges most AI adoption roadmaps did not plan for: where the recovered time actually goes, how to forecast and staff a workforce that is part human and part AI and what it takes to make the transition between the two feel seamless to a customer who just wants their problem solved.

CMSWire and NiCE are combining new workforce management research with firsthand perspective from leaders who are working through these questions right now.

In this webinar, you'll learn:

• How leading organizations are reinvesting AI-driven efficiencies into higher-value agent work, not just absorbing the savings
• Why customer interactions are getting more complex as automation handles the simple ones, and what that means for agent development
• Where AI-to-human handoffs break down, what it costs in customer satisfaction and what better transitions actually look like
• How workforce planning and forecasting models are being rebuilt for hybrid human-and-AI operations
• What separates organizations that are making AI work for their agents from those still firefighting the consequences