{"id":129336,"date":"2025-06-10T06:06:32","date_gmt":"2025-06-10T11:06:32","guid":{"rendered":"https:\/\/www.etechgs.com\/?post_type=podcast&amp;p=129336"},"modified":"2025-06-10T06:06:32","modified_gmt":"2025-06-10T11:06:32","slug":"the-future-of-ai-in-contact-centers-balancing-technology-and-the-human-touch","status":"publish","type":"podcast","link":"https:\/\/demo.etslabs.ai\/etech26\/podcast\/the-future-of-ai-in-contact-centers-balancing-technology-and-the-human-touch\/","title":{"rendered":"The Future of AI in Contact Centers: Balancing Technology and the Human Touch"},"content":{"rendered":"<p><span class=\"TextRun SCXW131273973 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW131273973 BCX0\">Discover how AI is transforming customer service \u2014 not replacing <\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW131273973 BCX0\">people, but<\/span><span class=\"NormalTextRun SCXW131273973 BCX0\"> empowering them to deliver exceptional experiences.<\/span><\/span><span class=\"EOP SCXW131273973 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><strong><span class=\"TextRun SCXW129989866 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW129989866 BCX0\" data-ccp-parastyle=\"heading 3\">About the Episode:<\/span><\/span><\/strong><\/p>\n<p><span data-contrast=\"auto\">In today\u2019s fast-moving CX world, AI is no longer a buzzword\u2014it\u2019s a reality. But the real question isn\u2019t <\/span>if<span data-contrast=\"auto\">\u00a0AI belongs in contact centers. It\u2019s <\/span><i><span data-contrast=\"auto\">how<\/span><\/i><span data-contrast=\"auto\"> we can use it to create better human experiences.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In this episode of the Etech Leadership Table and CX Podcast<\/span><b><span data-contrast=\"auto\">, <\/span><\/b>Manu<span data-contrast=\"none\"> Dwievedi<\/span> <span data-contrast=\"auto\">and <\/span>Matthew Fishbein<span data-contrast=\"auto\"> share expert insights into how AI is reshaping customer interactions. They explore how technologies like automation and predictive analytics can take over repetitive tasks, allowing agents to focus on what they do best \u2014 solving problems with empathy and building real relationships.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This episode invites you to look beyond the hype and see how AI, when done right, becomes a powerful ally to both agents and leaders.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p aria-level=\"3\"><strong><span class=\"TextRun SCXW147378212 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW147378212 BCX0\" data-ccp-parastyle=\"heading 3\">Why You Should Watch:<\/span><\/span><span class=\"EOP SCXW147378212 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:281,&quot;335559739&quot;:281}\">\u00a0<\/span><\/strong><\/p>\n<ul>\n<li><b><span data-contrast=\"auto\">AI + Human Power:<\/span><\/b><span data-contrast=\"auto\"> Discover how AI doesn\u2019t replace people \u2014 it empowers them.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<li><b><span data-contrast=\"auto\">Boost Agent Focus:<\/span><\/b><span data-contrast=\"auto\"> Learn how automation helps reduce burnout and improve service quality.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<li><b><span data-contrast=\"auto\">Customer-first Innovation:<\/span><\/b><span data-contrast=\"auto\"> See how predictive tools personalize service and anticipate needs.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<li><b><span data-contrast=\"auto\">Real Stories, Real Impact:<\/span><\/b><span data-contrast=\"auto\"> Hear how real teams are using AI to work smarter and care deeper.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<li><b><span data-contrast=\"auto\">Skills for the Future:<\/span><\/b><span data-contrast=\"auto\"> Get a peek into the future-ready mindset of tomorrow\u2019s CX teams.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><iframe loading=\"lazy\" title=\"The Future of AI in Contact Centers | How Humans and AI Can Create Better Customer Experiences\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/qxsFidhGFwQ?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p aria-level=\"3\"><b><span data-contrast=\"auto\"><span class=\"TextRun SCXW63549988 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW63549988 BCX0\">Key Takeaways:<\/span><\/span><\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:281,&quot;335559739&quot;:281}\">\u00a0<\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">Why AI is a tool \u2014 not a threat \u2014 for contact center teams<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">How to combine data-driven speed with emotional intelligence<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">The must-have skills for AI-empowered agents<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Why trust, empathy, and adaptability are still your CX superpowers<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><b style=\"font-style: inherit;\"><span data-contrast=\"auto\">Meet the Experts:<\/span><\/b><span style=\"font-size: 16px;\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:281,&quot;335559739&quot;:281}\">\u00a0<\/span><\/p>\n<ul>\n<li><span class=\"TextRun SCXW207772272 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><a href=\"https:\/\/www.linkedin.com\/in\/manuai\/\"><span class=\"NormalTextRun SCXW207772272 BCX0\">Manu <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW207772272 BCX0\">D<\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW207772272 BCX0\">wieved<\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW207772272 BCX0\">i<\/span> <\/a><span class=\"NormalTextRun SCXW207772272 BCX0\">&#8211; Seni<\/span><span class=\"NormalTextRun SCXW207772272 BCX0\">or Director &#8211; Etech Insights<\/span><\/span><span class=\"EOP SCXW207772272 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<li><span class=\"TextRun SCXW204528451 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW204528451 BCX0\"><a href=\"https:\/\/www.linkedin.com\/in\/matthewfishbein\/\">Matthew Fishbein<\/a> \u2013 Director of Learning and Development, Cox Automotive Inc.\u00a0<\/span><\/span><span class=\"EOP SCXW204528451 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span class=\"TextRun SCXW185450088 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW185450088 BCX0\">This is a must-watch for anyone leading, managing, or working in a contact center today.<\/span><\/span><span class=\"EOP SCXW185450088 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Discover how AI is transforming customer service \u2014 not replacing people, but empowering them to deliver exceptional experiences.\u00a0 About the [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":129341,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"om_disable_all_campaigns":false,"episode_type":"audio","audio_file":"https:\/\/cdn.etechgs.com\/newetech2023\/wp-content\/uploads\/2025\/06\/Etech-CX-Podcast-Matthew-Fishbein-The-Future-of-AI-in-Contact-Centers-new-1-1.mp3","podmotor_file_id":"","podmotor_episode_id":"","cover_image":"","cover_image_id":"","duration":"","filesize":"37.05M","filesize_raw":"38852170","date_recorded":"2025-06-10 06:06:32","explicit":"","block":"","itunes_episode_number":"","itunes_title":"","itunes_season_number":"1","itunes_episode_type":"full"},"tags":[37,38,25,40,31,44,45,46,47,42,29],"series":[24],"resource_topics":[],"resource_industries":[],"class_list":["post-129336","podcast","type-podcast","status-publish","has-post-thumbnail","hentry","tag-business","tag-customer","tag-customer-experience","tag-cxleadership","tag-etech","tag-etechpodcast","tag-future-of-ai-in-contact-centers","tag-futureofcx","tag-humanandai","tag-leadershipdevelopment","tag-podcast","series-leadership-and-cx-podcast"],"acf":[],"episode_featured_image":"https:\/\/demo.etslabs.ai\/etech26\/wp-content\/uploads\/2025\/06\/Podcast-05-2025-Website-landing.jpg","episode_player_image":"https:\/\/demo.etslabs.ai\/etech26\/wp-content\/plugins\/seriously-simple-podcasting\/assets\/images\/no-album-art.png","download_link":"https:\/\/demo.etslabs.ai\/etech26\/podcast-download\/129336\/the-future-of-ai-in-contact-centers-balancing-technology-and-the-human-touch","player_link":"https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/129336\/the-future-of-ai-in-contact-centers-balancing-technology-and-the-human-touch","audio_player":"<a class=\"wp-embedded-audio\" href=\"https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/129336\/the-future-of-ai-in-contact-centers-balancing-technology-and-the-human-touch\">https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/129336\/the-future-of-ai-in-contact-centers-balancing-technology-and-the-human-touch<\/a>","episode_data":{"playerMode":"dark","subscribeUrls":{"apple_podcasts":{"key":"apple_podcasts","url":"","label":"Apple Podcasts","class":"apple_podcasts","icon":"apple-podcasts.png"},"stitcher":{"key":"stitcher","url":"","label":"Stitcher","class":"stitcher","icon":"stitcher.png"},"google_podcasts":{"key":"google_podcasts","url":"","label":"Google Podcasts","class":"google_podcasts","icon":"google-podcasts.png"},"spotify":{"key":"spotify","url":"","label":"Spotify","class":"spotify","icon":"spotify.png"}},"rssFeedUrl":"https:\/\/demo.etslabs.ai\/etech26\/feed\/podcast\/leadership-and-cx-podcast","embedCode":"<blockquote class=\"wp-embedded-content\" data-secret=\"IYxmPsMejk\"><a href=\"https:\/\/demo.etslabs.ai\/etech26\/podcast\/the-future-of-ai-in-contact-centers-balancing-technology-and-the-human-touch\/\">The Future of AI in Contact Centers: Balancing Technology and the Human Touch<\/a><\/blockquote><iframe sandbox=\"allow-scripts\" security=\"restricted\" src=\"https:\/\/demo.etslabs.ai\/etech26\/podcast\/the-future-of-ai-in-contact-centers-balancing-technology-and-the-human-touch\/embed\/#?secret=IYxmPsMejk\" width=\"500\" height=\"350\" title=\"&#8220;The Future of AI in Contact Centers: Balancing Technology and the Human Touch&#8221; 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