For all the conversation about AI technology, one of the biggest factors determining whether transformation succeeds has very little to do with technology at all. It’s people.

As routine activities become increasingly automated, work within the contact centre is changing. Roles are evolving, different skills are becoming more valuable and colleagues are understandably asking what AI will mean for them and their careers.

Leadership is changing too. Managers are increasingly finding themselves orchestrating work across people and AI. Teams need a different level of support when their work is centred more around judgement, problem-solving, oversight, empathy and relationship management.

For operational leaders, that creates some important questions. How do you build trust and confidence during significant change? How do you help people develop the skills they will need? And how do you create a culture where colleagues feel able to experiment, learn and adapt rather than fear what comes next?

Through an interactive panel conversation, we’ll be talking about:

• How AI is changing leadership and management responsibilities
• Building trust and confidence during periods of transformation
• Supporting workforce reskilling and career development
• Managing change fatigue and maintaining engagement
• What successful human-AI collaboration looks like in practice

This is part of our AI Readiness for Customer Operations webinar series. Take a look at what else we’ll be exploring in the coming weeks to help you uncover what true AI readiness looks like in your contact centre and how to achieve genuine success.

AI Readiness for Customer Operations: Is Your Operation AI Ready?

AI Readiness for Customer Operations: Making the Right AI Technology Decisions

AI Readiness for Customer Operations: Governance, Risk and Responsible AI

AI Readiness for Customer Operations: Designing the AI Enabled CX Operation