modernising contact centres: balancing AI, automation, and the human touch.

After recently attending the Contact Centre Summit in Sydney, one thing was clear - our industry is undergoing a profound transformation. AI, automation, and technology are transforming how contact centres operate and no doubt the contact centre of the next few years will look very different to today as we blend human and virtual agents. A central theme at the heart of every conversation was people: preparing, engaging and leading them through this change. The challenge isn't just adopting new technologies and automation, it's ensuring the right balance of technology, automation and human interaction and integration of this new model into business operations."

the pressure to evolve

Rising call volumes, profit, talent retention challenges, and increasing customer expectations for a more personalised experience are pushing businesses to adapt quickly. AI and automation offer solutions, but success lies in striking the right balance and understanding the problem statement. The most effective contact centres utilise AI to handle repetitive, everyday tasks, freeing people and teams to focus on high-value interactions that build loyalty and trust.

AI & automation: the future of contact centres

AI and automation are reshaping contact centres, making customer interactions faster, smarter, and more efficient. But as highlighted at the summit, technology alone isn’t the answer - AI is an opportunity to elevate human connection and productivity.

The most forward-thinking contact centres are using AI to:

AI-powered chatbots and virtual assistants are already streamlining operations, reducing wait times, and offering convenient features like call-backs and video support. Speech analytics and sentiment analysis are helping agents detect customer emotions in real time, while predictive analytics improves workforce management, ensuring resources are allocated effectively.

AI is also an opportunity to empower and upskill call centre agents and those contact centres who have a clear strategy for upskilling their workforce have a competitive advantage. The Randstad Workmonitor 2025 report found that 40% of workers globally prioritise AI training, recognising that adapting to technology is essential for career growth. As a result, agents are evolving beyond handling routine tasks to:

• Work alongside AI to enhance customer experiences, including training and reviewing AI agents
• Use data insights to resolve problems more effectively
• Apply emotional intelligence and problem-solving skills to cases AI can’t yet handle

the human touch: balancing technology with personalised service

While AI and automation are incredibly powerful, they can only do so much on their own. The real magic happens when AI and automation work alongside skilled humans who bring empathy, understanding, and personalisation to customer interactions at the right moments. 

When customers face complex or sensitive issues, human connection is key. Agents are the ones who listen, understand, empathise and provide thoughtful solutions - building trust and long-term relationships with customers. Multiple touchpoints like chat, email, and phone offer convenience and speed, but there are critical moments when a real person makes all the difference.

With only 53% of employees trusting their employers to provide them with the training and development opportunities to future-proof their careers, businesses must visibly and tangibly  prioritise upskilling for employees. The Randstad Workmonitor 2025 report shows that:

• 44% of workers won’t accept a job without opportunities to future-proof their skills
• 41% would leave if their employer didn’t invest in learning and development

By equipping teams with the right training, businesses can ensure agents remain at the heart of the customer experience, leveraging AI as a tool to further enhance the customer experience. 

the changing role of contact centre agents

At the summit, many leaders noted that turnover is increasing as agents seek more challenging work. With basic tasks automated through technology, agents are eager to take on roles that require critical thinking and emotional intelligence. However, recruitment teams may not yet be fully equipped to identify the evolving skill sets needed for these new roles. Hiring is no longer just about technical proficiency - it’s about finding talent with the ability to navigate nuanced customer interactions and leverage AI effectively.

the future of contact centre recruitment will focus on:

At Randstad, we’re helping contact centre leaders to find this new generation of contact centre talent to navigate this shift. With 57% of Australian employees receiving AI-related training but demand still outpacing supply, investment in both people and technology is critical. We’re also equipping our recruitment consultants with AI-driven tools to streamline high-volume hiring and focus on strategic talent solutions.

partnering for the future of contact centres

AI and automation are shaping the future of contact centres, but the most successful businesses will be those that embrace this change and have a clear strategic plan around implementation and guidelines for your workforce. Empowering agents with the right AI skills will be the key to delivering exceptional customer experiences in the future.

At Randstad, we’re committed to supporting contact centre leaders through this transformation by:

• Identifying and recruiting AI-ready talent
• Aligning recruitment strategies with the changing demands of customer service
• Sharing industry insights and best practices to help businesses stay ahead

If your contact centre is ready to embrace the future, let’s discuss how we can help make the transition seamless, strategic, and successful.