Martin takes a closer look at the near future of the contact centre — not the vague "AI will replace everyone" headlines, but a practical, role-by-role breakdown of how the industry might really change over the next decade.
After attending the National Contact Centre Awards in London, Martin reflects on how far the industry has come — and where it's heading. He walks through what a future 500-seat operation could look like, and what that means for every team: agents, team leaders, QA, training, WFM, and HR.
In this episode:
- Why transactional contacts will largely disappear — and what that leaves for human agents
- How the team leader role becomes more important, not less
- The evolution of QA from auditors to insight specialists
- Why training will shift towards emotional intelligence, resilience, and critical thinking
- The real risk of removing humans too aggressively — and why customers will punish it
- Why demand for exceptional team leaders will be higher than ever by 2035
Whether you're deep into AI adoption or still running on an Excel Frankenstack, this one's for you.
Share your thoughts — how do you see the contact centre changing?