As we regularly discuss, customer expectations are rising as fast as technological change. While artificial intelligence (AI) and automation handle increasingly complex tasks, the human element is more vital than ever, particularly when it comes to empathy, judgment, and de-escalation. For contact centre leaders attending the Summit, the challenge is clear: to train agents not just to follow scripts, but to navigate nuanced conversations with care, confidence, and adaptability…
The Human-AI Interface
As AI-powered tools such as chatbots and virtual assistants manage routine queries, human agents are now often tasked with more emotionally charged or high-stakes interactions. These may involve complaints, escalations, or vulnerable customers needing extra support. To succeed in this environment, agents must be equipped with emotional intelligence, active listening skills, and the ability to think critically, traits that no AI can fully replicate.
Contact centres are therefore shifting their training priorities. Traditional call scripting is being augmented, or even replaced, by roleplay-based learning, empathy mapping, and scenario simulation. This helps staff learn how to read tone, understand unspoken cues, and adapt their responses accordingly.
Training for the Tough Stuff
Escalation scenarios are a particular area of focus. Customers who reach human agents are often already frustrated, and how those calls are handled can define a brand’s reputation. To this end, progressive training programmes now include modules on conflict resolution, emotional regulation, and inclusive communication. These are increasingly delivered via immersive methods such as virtual reality (VR) and AI-powered conversation simulators, which allow for real-time feedback and reflection.
Soft Skills, Hard Metrics
One of the key developments in 2025 is the ability to measure the impact of soft skills on performance. Sentiment analysis tools and AI-driven quality assurance platforms can assess not just what was said, but how it was said, tracking tone, pacing, and customer sentiment over time. This data can then inform personalised coaching plans, highlighting where individual agents might benefit from additional support.
A Culture of Empathy
Embedding soft skills doesn’t stop at training. It requires a culture shift, one that values care as much as conversion. That means hiring for attitude as well as aptitude, celebrating emotionally intelligent service, and ensuring that agent wellbeing is protected so they’re better positioned to support others.
In an era where technology handles the transactional, it’s human empathy that defines the exceptional.
Are you searching for Training & Development solutions for your organisation? The Contact Centre Summit can help!
Photo by Mimi Thian on Unsplash
