We’ re also seeing growth in simulation-style assessments that give candidates a realistic preview of the job while allowing employers to evaluate empathy, communication, and adaptability: traits that can’ t easily be automated.
These predictive assessments are increasingly integrated with applicant tracking and quality management( QM) systems to provide deeper, ongoing insights into agent performance and potential.
" AI ISN’ T ELIMINATING THE NEED FOR PEOPLE; IT’ S RESHAPING THE WORK WE DO AND ELEVATING THE VALUE OF HUMAN CONNECTION IN THE MOMENTS THAT MATTER MOST."
-- MARK PEREIRA
AI HAS BEEN WIDELY PREDICTED IN SOME QUARTERS TO SUBSTANTIALLY SLOW HIRING AND LOWER HEADCOUNT. BUT WILL THIS BE THE CASE IN CONTACT CENTERS?
LG: Not in the way many predict.
Our latest research found that AI is creating new roles, not just eliminating old ones, especially in customer experience( CX), IT, and operations. Nearly 80 % of executives say AI now shapes decision-making, yet most still rely on people to interpret insights, manage exceptions, and preserve empathy.
In practice, AI is reducing manual volume and allowing agents to focus on complex, judgment-driven interactions.
The future contact center will be smaller in repetitive work but stronger in capability- true engagement and experience hubs- with more coaches, quality leads, and AI-assisted specialists who use data and technology to elevate the CX.
MP: There isn’ t a one-size-fits-all answer here. Yes, AI keeps getting smarter, and some jobs will fade away: just like typists or switchboard operators did years ago.
However, what I see happening more often is that jobs are being reshaped and new ones are being created. We’ re already seeing demand for higher-skilled agents, stronger leaders, and even roles dedicated to managing and training AI systems.
From my perspective, AI will take on simple, repetitive tasks, such as checking an account balance, tracking a delivery, or confirming office hours.
But when the stakes are higher— say a customer disputing fraudulent charges or a provider working through a medical claim— that’ s where a skilled human agent is essential.
In those moments, AI becomes the agent’ s copilot, surfacing the right information quickly, reducing handle time, and ensuring the customer receives consistent, accurate answers.
AI isn’ t eliminating the need for people; it’ s reshaping the work we do and elevating the value of human connection in the moments that matter most.
And let’ s be realistic: if companies were to replace their entire human workforce, who would they be selling their products and services to, AI?
The future of call and contact centers isn’ t humans versus AI. It’ s humans and AI working together.
WILL THE FUTURE CONTACT CENTER WORK- FORCE BE DIFFERENT THAN IT IS CURRENTLY?
LG: Tomorrow’ s teams will look more like blended digital-human ecosystems.
Workforce optimization isn’ t just about scheduling; it’ s about skill alignment. Agents will work alongside AI tools that handle routine queries, while human talent focuses on emotional intelligence, critical thinking, and relationship management.
As generational shifts continue, particularly with the“ Peak 65” retirement wave, organizations must accelerate knowledge transfer and mentorship to retain institutional expertise while building next-gen skills.
MP: Yes, I think the contact center workforce of the future will look quite different.
For starters, I see more centers breaking up with their scripts and focusing instead on actually solving customer problems. That means agents won’ t just need to be tech-savvy: they’ ll also need the soft skills to calm down tense situations when they come up.
Turnover is unlikely to disappear anytime soon, so continuous upskilling will be crucial to keeping agents sharp and meeting the increasing demands of customers.
AI will definitely help the workforce by giving real-time suggestions. But leaders can’ t just take AI’ s word for it. Decisions will still need human judgment, based also on input from the people who are actually doing the work.
I also think coaching will become increasingly important, driven by QA analytics, as well as the fact that customers expect faster and more personalized service than ever before.
So, the future agent isn’ t just reading from a script; they’ re adaptable, emotionally intelligent, and they’ re working hand-in-hand with technology to deliver a better experience.
8 CONTACT CENTER PIPELINE