National Contact Centre Day: ‘Contact Centre as a Career’ – Tim van Oerle, Chief Operating Officer at AnywhereNow
The conversation around contact centres needs to fundamentally change, from one focused on call volumes and queue management to one centred on developing people, insight and long‑term capability at scale.
AI‑powered contact centre technology is accelerating that shift. By streamlining onboarding and embedding intelligence directly into the flow of work, new agents can move from induction to impact far faster than ever before. They are supported in real time, guided by context, and freed from the administrative tasks that have historically slowed development and limited progression.
At the same time, automation is quietly redefining the nature of the role itself. As repetitive tasks are removed, agents are able to focus on higher‑value work, navigating complex customer needs, exercising judgement and shaping the customer experience in moments that truly matter. This is where contact centre roles become far more rewarding.
What we’re seeing is the emergence of the contact centre as a strategic talent engine. Roles are evolving into specialists in experience design, automation, analytics and service innovation, positions that sit at the intersection of technology, customer insight and business decision‑making.
As organisations rethink how they compete and differentiate themselves in an increasingly competitive marketplace, the contact centre is where strategy meets reality. Those that recognise it as a career destination and invest accordingly will attract stronger talent and unlock a powerful competitive advantage at the heart of the business.
Customers have always understood the value of contact centres, they rely on them in moments that matter most. Getting the contact centre right has a direct and lasting impact on customer trust, satisfaction and loyalty. Too meet that expectation, organisations must show the same belief in the people behind those interactions, trusting and equipping agents with the tools, insight and autonomy they need to deliver consistently better outcomes and shape the future of customer experience.
Founded in 2010, AnywhereNow is a Netherlands-headquartered and fast-growing provider of Customer Experience SaaS solutions. AnywhereNow empowers voice and digital dialogues for organisations worldwide and brings to life Agentic AI platforms for increased productivity and effectiveness. AnywhereNow’s products are award-winning, recognised by industry analysts, and trusted by over 2,000 global customers, including Rabobank, DHL, Emirates, KPMG, Swarovski, Mazda, Deloitte, Aldi, Vodafone and Zeiss.
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