#221 - Get Out of Wrap TV - What areas of our contact centres will undergo the most change in the next five years?

In this engaging episode of Get Out of Wrap TV, host Martin Teasdale leads a thought-provoking discussion on the future of contact centres, exploring the rapid changes shaping the industry. The episode features lively audience participation and expert insights into how technology, workforce dynamics, and customer expectations are evolving.

One of the standout moments in the show comes when Martin poses a crucial question to the audience and industry professionals:

🟢 “What areas of our contact centres will undergo the most change in the next five years?”

This sparked a dynamic conversation, with insightful contributions from industry leaders. Key themes included:

• The Rise of AI and Automation: With AI becoming more advanced, Spencer Collins highlighted how customer service roles will shift from routine tasks to high-empathy, complex problem-solving interactions. AI-driven sentiment analysis and real-time assistance will reshape how advisors work.
• The Evolution of Workforce Management (WFM) and Quality Monitoring (QM): Nerys Caulfield pointed out that WFM and QM roles will need to pivot significantly, with AI taking on many traditional tasks. She also made a bold prediction: advisor numbers in the UK could drop by 50%, reducing from 900,000 to under 450,000 as automation handles more transactional work.
• The Changing Role of Advisors: With fewer but more skilled agents handling complex queries, there was debate over whether this would lead to improved pay and status for frontline workers. Barry Cooper suggested that while their roles will evolve, businesses need to ensure proper recognition and investment in training.
• Human vs. AI Balance: Morris Pentel warned about the challenge of maintaining human quality in CX while integrating AI. Ensuring that automation enhances rather than replaces the human experience will be key.
• Recruitment & Training Adaptations: Nick Holmes stressed that as AI changes job functions, recruitment and onboarding must adapt. Training will need to focus on critical thinking and problem-solving, rather than just process adherence.

The conversation also touched on controversial AI applications, such as Teleperformance’s use of AI to neutralise Indian accents in real-time. This sparked debate, with some seeing it as a way to improve customer experience, while others questioned its ethical implications.

✅ WFM Adoption: Surprisingly, 17% of contact centres still have no plans to implement a WFM system, raising concerns about efficiency and scalability.
✅ Agent Activity Breakdown: New data shows that contact centre agents spend over 50% of their time on talk time, but post-call wrap-up (11%) and admin tasks (5%) remain areas ripe for AI-driven efficiency gains.
✅ Marathon Fundraiser Update: Martin shares an exciting milestone—over £3,000 raised for Action Aid, with 40 days left until the big race!

This episode provides a compelling look at the seismic shifts coming to the contact centre industry. As AI and automation accelerate change, businesses must focus on employee experience, training, and maintaining the human touch in CX.

Don’t forget—Episode 98 is on April 1st, featuring the much-anticipated Duck Draw Giveaway! 🦆

📺 You can also watch the full episode on YouTube