Are You Preparing Your Agents Enough for the Future?

It’s undeniable that the contact centre of the future will look very different from today – thanks to AI and technology innovation continuously changing the goalposts for customer contact. Of course, this all means that job requirements for agents are evolving too!

So how do you upskill your agents and prepare them to thrive?

We spoke to CX industry experts Juanita Coley, Marco Ndrecaj, and Shep Hyken to find out what you need to start thinking about to successfully take your agents on this transformation journey with you.

Evolving Technology Is Redefining Contact Centre Roles

We’re moving towards a future where contact centre roles are redefined and repositioned in line with evolving technology. This shift requires a careful balance between people and technology, ensuring that each is positioned to complement the other.

Ultimately, we need to redefine agent roles as technology becomes more prevalent, and give agents a firm understanding of what their new position is and train them up for success in the right roles.

“I don’t foresee an entirely AI-driven workforce, nor a purely human one. I think we will see an emergence of these hybrid style workforces.

One thing is for sure, we’re engaging with the last ever human-only workforce and we need to adapt – fast!” – Juanita Coley, CEO & Founder of Solid Rock Consulting.

Upskilling Is Now About Far More Than Just Learning New Systems

And it’s not just about teaching them to use new systems either!

In this new era of AI, upskilling means equipping staff to understand these evolving roles, work effectively alongside technology, and contribute meaningfully to the wider business goals.

It’s about preparing the workforce to thrive in a hybrid, technology-enabled environment rather than simply adapting to new systems.

Not forgetting to champion where humans excel in all of this!

“The contact centre of the future will be shaped by automation, AI and data-led decision-making – there’s no running away from it.

That means that upskilling needs to go beyond technical training and focus on how much agents can adapt – on resilience, problem solving, and emotional intelligence.

As automation takes on more routine tasks, the value of human agents will lie in their ability to manage complex, emotive interactions that technology cannot yet handle.” – Marco Jetmir Ndrecaj, Director of Customer Experience Management at Shared Services Connected Ltd.

Interpretive Skills Will Become Far More Important Than Critical Thinking

Interpretive skills will become ever-more important, reshaping the future of training too!

So instead of sitting through hours of content-heavy sessions and trying to memorize lots of information, agents will spend their onboarding period learning to work with real-time AI support.

Time will also need to be spent helping agents hone their interpretative skills to set them up for long-term success.

“The future demands a different type of skill that we’re learning – interpretation skills.

And when people have critical thinking skills as a background and can then incorporate interpretive skills along with it, you’ve got a winning combination that’s going to make that customer love the company.” – Shep Hyken, Chief Amazement Officer (CAO) at Shepard Presentations LLC.

Continuous Learning Will Be Key to All-Round Success

Upskilling for the future should never be a one-and-done exercise either!

It’s therefore important to create continuous learning pathways using microlearning modules and embedding coaching into day-to-day work to help agents build confidence and future-proof themselves.

This ongoing approach to development will help to ensure that agents remain agile, confident, and ready to grow alongside evolving technologies.

Investment in Leadership and Change Management Has Never Been More Important

And upskilling isn’t just for frontline staff either! Invest in your leadership team too!

In addition to the more obvious AI training, leadership teams should also undergo comprehensive change management training to help make sure they are truly equipped to take their teams forward on this journey together.

If you are looking for advice to manage changes well in the contact centre, read our article: How to Manage Big Changes Well in the Contact Centre

How to Prepare for the Contact Centre of the Future

Want to get started? Here are the top 5 next steps to help you future-proof your workforce:

1. Redefine Roles for a Hybrid Workforce

Evaluate how technology and AI are changing the nature of work. Reposition staff into roles where their human skills – empathy, judgement, and complex problem-solving – add the most value, rather than simply replacing tasks with automation.

2. Leverage AI to Support Agents, Not Replace Them

Shift training from memorizing information and applying critical thinking to interpreting and using AI-fed insights in real time.

Consistency in customer interactions improves credibility, trust, and overall service quality.

For examples of where AI is transforming the role of agents, read our article: The Superhuman Touch – How to Blend Agents and AI for Maximum Impact

3. Train Leaders as Change Champions

Ensure all team leaders and managers receive AI and change management training. They must understand the tools, guide their teams, and foster a culture of adaptability and growth.

4. Invest in Continuous Learning

Create ongoing learning pathways using microlearning modules, coaching, and AI-supported training. Focus on both technical skills and soft skills like resilience, adaptability, and emotional intelligence.

5. Embed Feedback and Iterative Improvement

Then be sure to use smart, concise surveys and real-world examples to continuously refine both technology use and staff skills.

Encourage agents to learn from AI interactions and customer feedback to enhance performance and service outcomes.

By focusing on these key areas, contact centre leaders can equip their teams not just to survive, but to thrive in an environment where human expertise and AI work together seamlessly.

Will your teams be ready?

How Are You Preparing Your Teams for the Future?

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With thanks to the following people for sharing their thoughts for this article:

• Juanita Coley, CEO & Founder of Solid Rock Consulting
• Marco Jetmir Ndrecaj, Director of Customer Experience Management at Shared Services Connected Ltd
• Shep Hyken, Chief Amazement Officer (CAO) at Shepard Presentations LLC

If you want to find out more about how to prepare for the future, read these articles next:

• Why Immersive Experiences Are the Future of CX
• What Will WFM Roles Look Like in 2035?
• What Will Agent Roles Look Like in 2035?

Author: Megan Jones
Reviewed by: Jo Robinson