In 2024, it feels like there is so much up in the air. As we see new technology enter the market, we get a clearer picture of the potential we have to automate and improve, but this pathway still feels out of reach.

With new technology like agentic AI, there is a future in which agents will take on a more dynamic role. But, what does this look like? And, how can we as leaders actually prepare for it?

Beyond a new role, the workforce is ever changing. Gen Z and Gen Alpha are poised to take on a more active role in the workforce, meaning our standards for hiring, training and ongoing development may also need to shift.

This session will act as a wrap up for our year in CX. It will also dive into the next-generation workforce and agent experience. CCW Analyst, Brooke Lynch will share insights on top statistics of 2024 and share insights on what leaders should focus on now.

It will also cover:

• New research on employee engagement and churn indicators
• Strategies for optimizing training and onboarding in 2025
• A new framework for understanding the agent role in the contact center