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.