Where do you see the contact center of the future? Is everything self-service; are all agents just hyper-intelligent AI; are we handling CX in VR? In a "pre-GPT" era, we asked Thomas Laird these kinds of questions and we are long overdue for an update. Make sure to tune in and see the future with us together!

[3:34 - 5:44] As we look further into the future, it is very likely that we will see a monstrous impact of AI on agents. This impact will likely cause a shift in skills needed for working, but it will also be used as a tool to help make the workload possible. 

[12:03 - 12:53] AI will make QA a done deal. The automation of QA forms using AI is something that is coming soon and it will likely replace QA. 

[19:28 - 20:17] We have the choice now to fully automate our system, but most people do not want that. You need to look at what an agent wants, what a supervisor wants, and what a call center wants.  

[25:37 - 26:32] The future of the contact center will be fully immersed in AI. It is likely that there will be a head count drop of 20-25% of agents, because of the improvements that AI can make. 

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