The Future of Contact Centers | AI, Agent Empowerment & CX Strategy скачать в хорошем качестве

The Future of Contact Centers | AI, Agent Empowerment & CX Strategy

What does the future of contact centers look like in the age of AI? In this episode of CX Roundtable, host Sarah Caminiti sits down with global CX leaders Brad Cleveland and Luke Jamieson to break down the major trends reshaping customer experience, agent roles, contact center technology, and leadership expectations. This conversation covers AI in contact centers, the shift toward human-centered CX, the metrics leaders should prioritize, the impact of poor technology on agent burnout, and how organizations can evolve into intelligence hubs powered by real-time customer insights. Whether you lead a contact center, run a CX organization, or manage customer support in SaaS, this episode unpacks the top 5 industry shifts that will define the next decade. ⸻ ⏱️ Chapters 00:00 — Welcome to the CX Roundtable 00:34 — Introducing Brad Cleveland & Luke Jamieson 02:00 — How Contact Centers Have Evolved 03:00 — The Future: Contact Centers as the Intelligence Hub 05:00 — AI, Fear, Opportunity & Industry Transformation 08:30 — Empowering Contact Center Agents in the Age of AI 11:00 — Will AI Finally Elevate the Agent Role? 13:00 — Why Human Oversight Still Matters 14:30 — The Power of White-Glove Support & Premium Human Service 17:00 — Abuse in Contact Centers: How Dehumanization Fuels It 19:00 — Emotional Labor, Cognitive Load & Agent Well-Being 20:30 — The Metrics That Actually Matter 22:00 — The Real Story Behind Declining Metrics (Brad’s “Superstar Agent”) 26:00 — Tech Limitations & Agent Burnout (Luke’s MOS Story) 29:00 — Why Bad Hardware Leads to Higher Attrition 31:00 — Leaders: You MUST Sit in the Queue 33:00 — Understanding How Other Departments Work 35:00 — Lighthouse Metrics for the C-Suite 37:30 — AI’s Real Value: Creating Space 40:00 — How Leaders Should Use That Space 43:00 — Purpose, Values, and Hybrid CX Culture 46:00 — AI Success Rates & Why Implementations Fail 49:00 — If You Built a Contact Center From Scratch Today… 53:00 — The Three Pillars of a Modern Contact Center 55:00 — Fast vs. Slow: Lessons in Leadership Pace 56:30 — Final Rapid-Fire: One Word for the Future of Contact Centers 57:30 — Closing Thoughts In this episode, we uncover: • Why contact centers are becoming the intelligence hub of the organization • How AI will elevate agents, not replace them • Why many AI implementations fail — and what leaders must do instead • How poor tooling increases agent attrition • What metrics leaders should actually care about • Practical shifts leaders must make to support hybrid, global teams • Why empowered employees create powerful customer experiences • The rise of space-focused leadership — and how AI enables it Featuring the insights of Brad Cleveland, one of the most influential CX leaders in the world, and Luke Jamieson, known for his innovative thinking around human-first technology and modern contact center design. 👉 Subscribe to CX Roundtable for more conversations with the leaders shaping the future of customer experience. 👉 Follow Sarah on LinkedIn: linkedin.com/in/sarahcaminiti 👉 Listen on Apple Podcasts & Spotify contact center trends 2026, future of call centers, AI in contact centers, AI customer service strategy, elevating call center agents, contact center analytics, customer experience leadership, CX metrics that matter, agent empowerment, WFM trends, call center burnout solutions, contact center technology, cloud contact centers, CX strategy 2026, contact center insights, customer support automation, digital transformation in CX.