Steve Blood, VP of Market Intelligence and Evangelism at Five9, shares his expert vision with host Charlie Mitchell on how the contact center agent role will transform by 2030.
Blood explains how tomorrow’s agents will handle increasingly complex, downstream interactions as AI manages routine inquiries. With this shift, he advocates rebranding “agents” as “brand ambassadors” – a term reflecting their evolving responsibilities combining customer service, sales outreach, and brand advocacy without traditional quota pressures.
The drivers? Growing automation, changing customer expectations, and expensive reactive service models.
The new role blends empathetic customer service with proactive engagement, using analytics to identify high-value customer opportunities while gathering authentic feedback.
For contact centers preparing now, Blood recommends:
- Creating meaningful career paths to reduce turnover
- Building cross-functional teams combining service and sales capabilities
- Reimagining metrics beyond call duration to value quality engagement
This evolution promises enhanced customer experiences and more rewarding careers commanding higher salaries – though not every agent will make the transition successfully.
For more insights, visit: https://www.five9.com/.
