ACCESS have just hosted a Champagne Tasting Evening in Sydney and Melbourne on behalf of NICE.
AI is not replacing jobs—it is reshaping them. The contact centre workforce of the future will be defined not by repetitive task execution, but by higher-order problem-solving, relationship-building, and emotional intelligence. As AI takes over simple inquiries, human agents will be expected to handle more complex, sensitive, and emotionally charged interactions—requiring new skills and training approaches. However, many organisations are unprepared for this shift, lacking clear strategies for upskilling, role evolution, and cultural adaptation. Leaders must take proactive steps to redefine job roles, invest in continuous learning, and create a future-ready workforce that thrives in an AI-augmented environment.
Discussion points:
- What new skills and competencies will be critical for contact centre employees in the AI era?
- How should organisations approach training and career development to prepare for this shift?
- Will AI increase or decrease job satisfaction for contact centre employees?
