Alongside the rise of Generative AI in the customer service department is yet another tectonic change to grapple with; the changes to the workforce.  

The role of the agent has been reimagined in the last year, which requires considerations about how we can tap into the potential of our human agents with the assistance of AI.  

In this session, you will: 

• Consider the new metrics and skills that define a successful agent compared to what was prioritised pre-Generative AI.  
• Reimagine the style of coaching and training needed to equip customer service agents in their modernised role with new responsibilities.  
• Discuss what all of this means for recruitment and communicating career opportunities in the customer service realm.