Reimagining contact centers through the power of people and technology.
Tuesday, December 9th
12:00 pm - 12:30 pm
Analyst Chat: Redefining the Agent Role in 2025
Brooke Lynch -
Principal Analyst and Deputy Divisional Director,
CCW Digital
Brian Cantor - Principal Analyst & CCW Digital Director, Customer Management Practice
2025 is coming to a close, marking the end of a transformational year in the contact center space. With new technology like generative and agentic AI, leaders are rethinking how to engage with customers and consistently meet their needs.
With this transition comes a shift in the agent role. With AI taking much of the repetitive, routine tasks off of the agents’ plate, there is now room for new responsibilities. In the modern contact center, agents are poised to take on a consultative role, supporting the customer journey in a more comprehensive way.
Their workflow and evolving responsibilities, however, are not yet clearly defined. In fact, only 21% of leaders say that they have trained their team on all of the necessary skills needed to take on higher-caliber work.
This session will cover the state of the agent role in 2025 and take a deep dive into the agent of the future. Managing Director of CCW Digital, Brian Cantor and Principal Analyst, Brooke Lynch will discuss how brands are redefining the agent role in 2025.
12:30 pm - 1:00 pm
Crafting an AI Communication Strategy - Balancing Technology with Human Connection
Andy Watson -
Director of Product Marketing - CX Solutions,
RingCentral
AI is transforming customer service by empowering human agents, not replacing them. The key is using AI to enhance speed, accuracy, and personalization while preserving the human touch.
- Discover how AI moves beyond scripts to understand customer intent, sentiment, and context in real time, enabling personalized, empathetic responses.
- Learn how AI acts as a co-pilot, providing insights and suggested actions to streamline workflows and build trust faster.
- Explore how AI converts communication data into actionable intelligence, driving faster decisions and service improvements.
