Tech vs. Humanity: Redefining the Agent Role
Insights from the November 2025 Customer Contact Week (CCW) market study
The CCW market study looks at how AI, automation, and human talent are reshaping today’s contact center. Backed by fresh CCW research and expert commentary (including a perspective from Liveops), the report explores what the evolving agent role really looks like in an AI-enabled world.
Download the report to:
- Get new CCW data on how brands are balancing technology and human support, including where AI adds value and where people still make the difference.
- Understand how to use AI as a force multiplier, not a replacement, so automation handles routine work while customer support professionals focus on complex, emotional, and high-impact moments.
- See how scheduling precision, intelligent routing, and AI-powered assistance help the right person show up at the right time with the right context.
- Explore how organizations like Liveops are combining brand-aligned talent, data-driven operations, and responsible AI to deliver fast, empathetic experiences at scale.