How to Prepare Your Contact Center Agents for the AI Era
As artificial intelligence (AI) integrates into contact center operations, the role of the agent is rapidly evolving. No longer confined to routine call handling, call center agents are increasingly stepping into consultative, judgment-driven roles. However, although AI tools can alleviate repetitive tasks such as data entry, ticket routing, and initial troubleshooting, human insight, empathy, and communication remain irreplaceable when it comes to building trust and resolving complex issues. To thrive in this new era, contact centers must prepare their teams to work with AI, not against it.
Contact center AI delivers real value when it’s seamlessly integrated into your agents’ daily workflows—and that’s exactly what Sharpen provides. Using built-in automation tools, Sharpen provides fast, responsive support directly within the platform, enabling agents to work smarter in every interaction. Sharpen’s AI tools boost efficiency without adding friction by providing real-time guidance, intelligent routing, instant summarization, and more. See the difference for yourself by scheduling a Sharpen demo today.
Here, we explore the importance of agent preparation and 5 ways to execute AI training:
1. Anticipate Changes to the Agent Role
AI call center software will continue to automate low-complexity interactions, leaving agents responsible for more nuanced, emotionally driven, or multi-step issues that require human reasoning.
As this shift happens, expect agents to increasingly:
- Handle more escalated and emotionally charged interactions
- Act as customer advocates and advisors
- Interpret AI-generated suggestions and apply judgment
AI can suggest the next best action, but only humans can truly connect. In this new landscape, emotional intelligence is more valuable than ever. Specifically, train agents to:
- Recognize and respond to tone and sentiment
- De-escalate tense situations with empathy
- Personalize responses based on context, not just scripts
Prioritizing soft skills will set your brand apart in a world where automation and AI are increasingly prevalent in customer service.
2. Provide AI Education and Hands-On Training
AI tools evolve quickly, and so should your team’s familiarity with them. Agents should have a firm understanding of what AI can and cannot do, how it supports their workflows, and what data it’s using to make suggestions. Effective continuous training includes:
- Interactive demos of AI tools (like chatbots, real-time assistance, and sentiment analysis)
- Scenario-based roleplaying that pairs human response with AI input
- Clear documentation and cheat sheets for reference
- Open forums for questions, feedback, and concerns
3. Involve Agents Early in the AI Rollout
Agents are the frontlines of call center operations. Involving them early in AI initiatives reduces resistance and empowers agents to be champions of innovation.
Ways to engage your agents include:
- Running pilot programs with select agents and incorporating their feedback
- Hosting workshops where agents help identify tasks to automate
- Communicating how AI enhances customer service positions rather than replaces them
4. Redefine Metrics and Coaching
If agent roles are changing, so should the way you measure success. While traditional KPIs, such as handle time and call volume, still have their place, they no longer capture the full picture. In an AI-enabled environment, performance is increasingly defined by the quality of each interaction.
Focus your metrics on outcomes that reflect human strengths, such as:
- Customer satisfaction (CSAT)
- Net promoter score (NPS)
- Resolution quality
- Empathy and communication effectiveness
AI-powered tools can support these efforts by delivering real-time coaching and assistive prompts. Such technologies help agents advance their skills in the moment, reinforcing service skills and building confidence in more complex conversations.
5. Foster a Culture of Adaptability
A strong workplace culture is the foundation for long-term success. Creating an environment where agents feel encouraged to grow, ask questions, and adapt helps build a team that’s resilient and future-ready.
To promote flexibility and continuous improvement:
- Celebrate small wins when agents successfully use new tools
- Offer microlearning opportunities to build skills over time
- Recognize curiosity, initiative, and creative thinking in performance reviews
When agents feel supported and empowered, they’re more confident navigating change and more engaged in delivering meaningful customer experiences.
Discover How Sharpen’s AI Supports Call Center Agents
When handled and communicated correctly, AI can become a shift in how service is delivered. Call center agents who understand how to leverage AI become more efficient, confident, and customer-focused. As their roles become more consultative and customer-centric, leaders must invest in education, culture, and coaching to ensure teams thrive in this new era. Assess your contact center’s readiness for AI by evaluating its current training, technology stack, and performance metrics. Then, schedule a consultation with the Sharpen team to learn more about our services.