Division of Superior Group of Companies
Division of Superior Group of Companies
OVERVIEW
As companies race to deploy AI in their contact centers, most are overlooking a critical gap: their people. This episode explores why AI is actually making agent roles harder, not easier, shifting frontline teams from simple task execution into complex decision-making. We break down the new skills top-performing agents need to thrive alongside AI, from evaluating and overriding AI suggestions to managing emotionally charged conversations, and share how leading CX teams are redesigning their training programs to build judgment, not just compliance.
DEEP DIVE
Read our article, The Future of Agent Training in AI-Powered Contact Centers, for a deeper dive into how AI-assisted tools are reshaping onboarding and coaching and the skills agents need to thrive alongside AI.
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GUESTS & HOSTS
Vice President of Client Experience & Growth
Matt McGeorge is the Vice President of CX & Growth at The Office Gurus (TOG), where he leverages nearly 20 years of contact center industry experience spanning global operations, business development, and executive leadership to align customer experience design with business development. Rather than treating outsourcing as a mere cost reduction, Matt combines CX architecture and commercial strategy to design delivery models that eliminate friction, drive loyalty, and turn partnerships into strategic investments. Ultimately, he stands as a growing voice in advocating for outsourcing as a powerful tool for customer retention and brand value.
Senior Director of Client Solutions
Stephanie is a customer experience and AI innovation leader with over 21 years of experience in the BPO industry. She began her career as an agent and progressed through Operations leadership before expanding into Client Solutions, Quality, Training, and AI Innovation. Today, she leads initiatives to identify, implement, and optimize AI solutions that enhance both the employee and customer experience, while also supporting third-party AI implementations. Her passion is helping organizations bridge the gap between technology and operations, ensuring AI is adopted in a way that drives measurable business outcomes.
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