{"id":150839,"date":"2025-10-30T08:47:39","date_gmt":"2025-10-30T13:47:39","guid":{"rendered":"https:\/\/www.etechgs.com\/?post_type=podcast&amp;p=150839"},"modified":"2025-10-30T08:47:39","modified_gmt":"2025-10-30T13:47:39","slug":"human-centered-ai-redefining-learning-development-and-leadership-in-contact-centers","status":"publish","type":"podcast","link":"https:\/\/demo.etslabs.ai\/etech26\/podcast\/human-centered-ai-redefining-learning-development-and-leadership-in-contact-centers\/","title":{"rendered":"Human Centered AI: Redefining Learning, Development and Leadership in Contact Centers"},"content":{"rendered":"<p><span data-contrast=\"auto\">Every innovation in customer experience starts with one simple question \u2014 how can technology make life better for people?<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">As AI continues to change how contact centers operate, the real challenge for leaders isn\u2019t just adopting new tools \u2014 it&#8217;s revolutionizing how teams learn, develop, and lead in this new environment.<\/span><\/p>\n<p><span data-contrast=\"auto\"> AI-powered learning and development is changing everything: how we train agents, coach for performance, and build leadership capabilities. The technology is here. The question is: how do we use it to develop people without losing what matters most \u2014 the human connection? <\/span><\/p>\n<p><span data-contrast=\"auto\">In this episode of the Etech Leadership Table CX Podcast, Melissa Wood sits down with Matthew Fishbein, an expert in contact center operations, digital transformation, and learning and development with over 20 years of experience, , to explore how leaders can blend empathy with AI to create stronger, more connected teams.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span class=\"TextRun SCXW68327548 BCX0\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW68327548 BCX0\">Together, they unpack how AI can empower agents, improve coaching, and enhance decision-making \u2014 without losing the human connection that customers and employees value most.<\/span><span class=\"NormalTextRun SCXW68327548 BCX0\"> This <\/span><span class=\"NormalTextRun SCXW68327548 BCX0\">isn&#8217;t<\/span><span class=\"NormalTextRun SCXW68327548 BCX0\"> about replacing people. <\/span><span class=\"NormalTextRun SCXW68327548 BCX0\">It&#8217;s<\/span><span class=\"NormalTextRun SCXW68327548 BCX0\"> about giving them tools that let them do what they do best: listen, connect, and solve problems that matter.<\/span><\/span><span class=\"EOP SCXW68327548 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">About the Episode<\/span><\/h3>\n<h3 aria-level=\"3\"><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">This episode examines how human-centered AI is reshaping learning and development in contact centers \u2014 from how L&amp;D teams design and deliver training programs to how agents receive real-time coaching and support in their everyday work.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Melissa and Matthew discuss the real-world impact of AI on communication, training, and empathy in customer service. You\u2019ll hear how AI can act as a teammate for learning professionals, not a replacement \u2014 helping leaders create better training experiences faster and helping teams develop skills that drive success.<\/span><b><span data-contrast=\"none\">\u00a0<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">It\u2019s a conversation that shows AI\u2019s true power lies not in automation, but in its ability to help humans do what they do best \u2014 connect, listen, and lead.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><iframe loading=\"lazy\" title=\"How AI is Transforming Contact Center Training Without Losing the Human Touch | Etech Podcast\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/syjeOZdSdZM?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<h3><\/h3>\n<h3><\/h3>\n<h3><span data-contrast=\"none\">Why This Conversation Matters<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p>&nbsp;<\/p>\n<p><b><span data-contrast=\"auto\">Lead with Purpose:<\/span><\/b><span data-contrast=\"auto\"> Learn how AI can help leaders spend less time managing systems and more time developing people.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\"><strong>Develop Future-Ready Skills:<\/strong> Discover how technology can support agents with insights that build confidence and enhance performance.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Build Human Connections:<\/span><\/b><span data-contrast=\"auto\"> See how empathy and AI can work together to create better customer and employee experiences.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Shape the Future:<\/span><\/b><span data-contrast=\"auto\"> Understand what the next generation of contact centers looks like \u2014 where data, design, and human understanding work in harmony.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">What You\u2019ll Learn<\/span><\/h3>\n<p>&nbsp;<\/p>\n<ul>\n<li><span data-contrast=\"auto\">How AI transforms leadership coaching and training delivery at scale<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559685&quot;:360,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559991&quot;:0}\">\u00a0<\/span><\/li>\n<li><span class=\"TextRun SCXW222084559 BCX0\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW222084559 BCX0\">The role of empathy and emotional intelligence in the age of automation<\/span><\/span><span class=\"EOP SCXW222084559 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span class=\"TextRun SCXW202044046 BCX0\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW202044046 BCX0\">Where training should <\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW202044046 BCX0\">focus:<\/span><span class=\"NormalTextRun SCXW202044046 BCX0\"> what AI <\/span><span class=\"NormalTextRun SCXW202044046 BCX0\">can&#8217;t<\/span><span class=\"NormalTextRun SCXW202044046 BCX0\"> do and how to <\/span><span class=\"NormalTextRun SCXW202044046 BCX0\">leverage<\/span><span class=\"NormalTextRun SCXW202044046 BCX0\"> AI effectively<\/span><\/span><span class=\"EOP SCXW202044046 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span class=\"TextRun SCXW179319662 BCX0\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW179319662 BCX0\">Change management strategies for implementing AI training tools<\/span><\/span><span class=\"EOP TrackedChange SCXW179319662 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li><span class=\"TextRun SCXW71210426 BCX0\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW71210426 BCX0\">Why human connection will always be the most powerful driver of great CX<\/span><\/span><span class=\"EOP SCXW71210426 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">Meet the Experts<\/span><\/h3>\n<h3 aria-level=\"3\"><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\"><a href=\"https:\/\/www.linkedin.com\/in\/matthewfishbein\/\">Matthew Fishbein<\/a> \u2013 Contact Center Operations Expert &amp; AI Innovator<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\"><a href=\"https:\/\/www.linkedin.com\/in\/melissawoodetech\/\">Melissa Wood<\/a> \u2013 Dean of Leadership Development, Etech Global Services<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><strong>\u00a0\u00a0Watch Now: Transform Your Learning and Development with AI\u00a0 \u00a0<\/strong><\/p>\n<p><span data-contrast=\"auto\">See how modern contact centers are using AI to empower people .Get practical strategies for better training programs, effective coaching, and leading with empathy and innovation.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">You&#8217;ll hear honest answers to real concerns: Will AI replace L&amp;D roles? How do we help people who fear technology? What happens when implementations don&#8217;t go as planned?<\/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><b><span data-contrast=\"auto\">Because when learning technology serves people, everyone wins.<\/span><\/b><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><b><span data-contrast=\"auto\">Watch the full episode now!<\/span><\/b><\/p>\n<p><span data-contrast=\"auto\">\ud83d\udce2 Don\u2019t miss future conversations on leadership and CX \u2014 subscribe to the <\/span><a href=\"https:\/\/bit.ly\/4fQJ0rb\"><i><span data-contrast=\"auto\">Etech Leadership Table CX<\/span><\/i><\/a><span data-contrast=\"auto\"> Podcast.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Every innovation in customer experience starts with one simple question \u2014 how can technology make life better for people?\u00a0 As [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":150846,"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\/10\/riverside_copy_of-human-centered-ai_-red.-_-sep-10-2025-_etechs_studio.mp3","podmotor_file_id":"","podmotor_episode_id":"","cover_image":"","cover_image_id":"","duration":"","filesize":"14.13M","filesize_raw":"14811864","date_recorded":"2025-10-30 08:47:39","explicit":"","block":"","itunes_episode_number":"","itunes_title":"","itunes_season_number":"1","itunes_episode_type":"full"},"tags":[37,38,25,40,52,53,31,44,45,46,54,47,55,42,29],"series":[24],"resource_topics":[],"resource_industries":[],"class_list":["post-150839","podcast","type-podcast","status-publish","has-post-thumbnail","hentry","tag-business","tag-customer","tag-customer-experience","tag-cxleadership","tag-emotional-intelligence","tag-employee-experience","tag-etech","tag-etechpodcast","tag-future-of-ai-in-contact-centers","tag-futureofcx","tag-futureofwork","tag-humanandai","tag-humancenteredai","tag-leadershipdevelopment","tag-podcast","series-leadership-and-cx-podcast"],"acf":[],"episode_featured_image":"https:\/\/demo.etslabs.ai\/etech26\/wp-content\/uploads\/2025\/10\/Human-Centered-AI-Website-landing-1.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\/150839\/human-centered-ai-redefining-learning-development-and-leadership-in-contact-centers","player_link":"https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/150839\/human-centered-ai-redefining-learning-development-and-leadership-in-contact-centers","audio_player":"<a class=\"wp-embedded-audio\" href=\"https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/150839\/human-centered-ai-redefining-learning-development-and-leadership-in-contact-centers\">https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/150839\/human-centered-ai-redefining-learning-development-and-leadership-in-contact-centers<\/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=\"NWWT6EljGO\"><a href=\"https:\/\/demo.etslabs.ai\/etech26\/podcast\/human-centered-ai-redefining-learning-development-and-leadership-in-contact-centers\/\">Human Centered AI: Redefining Learning, Development and Leadership in Contact Centers<\/a><\/blockquote><iframe sandbox=\"allow-scripts\" security=\"restricted\" src=\"https:\/\/demo.etslabs.ai\/etech26\/podcast\/human-centered-ai-redefining-learning-development-and-leadership-in-contact-centers\/embed\/#?secret=NWWT6EljGO\" width=\"500\" height=\"350\" title=\"&#8220;Human Centered AI: Redefining Learning, Development and Leadership in Contact Centers&#8221; &#8212; Etech Global Services LLC\" data-secret=\"NWWT6EljGO\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\" class=\"wp-embedded-content\"><\/iframe><script type=\"text\/javascript\">\n\/* <![CDATA[ *\/\n\/*! 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